Complaints Coordinator

• Coordinate pre-assessment of complaints about police/public sector misconduct received by IBAC
• Melbourne CBD with hybrid / flexible working arrangements
• Full-time ongoing, VPS5.1 $106,534- $117,716 + super

Our organisationIBAC's work is vitally important to Victorians - we prevent and expose public sector corruption and police misconduct.Our vision is a public sector and police that acts with integrity for all Victorians.Our teamPeople who work for IBAC are expected to have a sound understanding of and ability to demonstrate the IBAC values when dealing with Government agencies, the community and colleagues.IBAC's values are incorporated in professional skills and behaviours for the position.We Lead by example, Act Impartially, Work Together, Behave with Respect, Strive for Excellence.Your new roleWe have an opportunity for an individual to join our Assessment & Review team as a Complaints Coordinator on a full-time ongoing basis. Reporting to the Manager - Engagement & Early Resolution, the role will provide technical expertise and will coordinate all incoming complaints and notifications to support the efficient assessment of cases. They will be responsible for coordinating pre-assessment consultations and checks with relevant stakeholders to prepare cases for assessment.Duties include:

• Coordinate the registration and preparation of complaints and notifications and work closely within the triage and allocations process of complaints and notifications across the Assessments function.
• Be the primary and specialist point of contact for preparing cases for assessment.
• Analyse all types and cases and complaints of all levels of complexity and materials to provide guidance to ensure the case is assessed thoroughly.
• Undertake assessment of complaints and notifications received under the IBAC, PID and other Acts and make recommendations to decision-makers about the outcome of these matters, in line with policies, process and legislation.

Additional duties are set out in theOur requirements / Your skill setWe are looking for candidates with the below experience and capabilities:

• Demonstrated experience in using case management, triage and complaints management / handling systems.
• Significant experience in responding to high volumes of work and complex enquiries and dealing with legislation, including the ability to coordinate resources to ensure high quality business outcomes.
• Relevant tertiary qualifications and/or significant experience in complaint services and management.

Apply nowYour application is a two-step process. You are unable to save partial applications.Submit your application by logging onto the IBAC careers page ( ) and clicking on the appropriate vacancy, making sure you include:

• a cover letter that addresses the following points:

• a summary of your experience working in the regulatory or compliance sectors;
• a summary of your experience in coordinating the workflow of complaints or other similar processes; and
• a summary of your experience mentoring or coaching other staff.
• a resume no longer than 5 typed pages (in Word format)
• responses to the screening questions within the application process

We are committed to bringing together people with differing perspectives, lived experiences and skills to make choices that reflect our integrity and community, and to creating an inclusive work environment for all.Visit: for more information.