Complaints Resolution Officer

WorkSafe is Victoria's workplace health and safety regulator. We are also the workplace injury insurer. Our job is to reduce workplace harm and improve outcomes for injured workers. This is our promise to the Victorian community and the reason we exist.

Complaints Resolution Officer

• $95,890.00 per annum + super
• Full Time, ongoing position
• Geelong based (Hybrid working model - 60% of work week in office)

About the role

The Centralised Complaints Resolution Officer is responsible for reviewing and, where necessary, intervening in matters related to complaints against Agents, about the management of injured workers claims. This position specifically requires the incumbent to investigate complaints and liaise closely with authorised Agents and other stakeholders to resolve issues, provide technical advice and prepare clear and concise written responses to complaints raised via a number of channels.

The role utilises a variety of policies, procedures and specialist knowledge to coordinate and manage the complaints and inquiries managed by WorkSafe in the Centralised Complaints Team. The role will work closely with the Service Improvement and Complaints Team and other WorkSafe business areas to ensure a coordinated and client centric approach to all complaints lodged with WorkSafe.

Key accountabilities

• Determine the most appropriate course of action in relation to the specific subject of complaint
• As appropriate, intervene to ensure that relevant matters are resolved in a timely and satisfactory manner
• Respond to telephone complaints on claims management issues
• Identify, resolve and implement resolutions related to Agents complaints and to provide informed advice to Agents and other relevant stakeholders
• Inform, educate and advise stakeholders in the application and implementation of procedures, processes and the interpretation of policy and legislation
• Manage stakeholder concerns and issues through to resolution and provide information to stakeholder to assist in their understanding of the solution or process
• Manage issues efficiently and effectively within scope of authority and escalate those outside policy, precedence or authority level
• Assist in the identification of continuous improvement initiatives and actively contribute to identifying options and ideas, based on client interaction and changes to legislation or WorkSafe policies and procedures, to support the development of business solutions aimed to improve the client experience
• Provide assistance in the preparation of Ministerial and Executive briefs as required

Please ensure you take a look at the Position Description here for additional information on accountabilities for this role.
About you

To be considered for the role you will be able to demonstrate the following:

• Knowledge of Workplace Injury Rehabilitation and Compensation Act, Workplace Injury Insurance system, Claims Management model or Occupational Health & Safety Act is highly desirable however it is not mandatory
• Demonstrated experience in a client service environment and a sound understanding of issues affecting, and services available to injured workers or similarly impacted clients
• Strong analytical and problem solving skills with a high degree of judgement, discretion and decision making ability
• Offering services focused on our customers about understanding who they are, what benefits and services they expect to receive from interacting with us and their overall reason and purpose for interacting with us
• Demonstrating to our customers that we understand their unique situation and their needs, treating them with empathy and respect and giving them the opportunity to have their voice heard

Working with Us

At WorkSafe, we aspire for every employee to feel connected, safe and valued in their team, for teams to feel valued in the workplace, and for WorkSafe to be valued in the community.

We believe that a diverse workforce is the key to delivering the best outcomes for the Victorian community and strongly encourage applications from all people, including First Nations people and people with disability, diverse cultural and linguistic backgrounds, sexualities and genders.

What's next?

Applications close 11:00pm Thursday 14th March, 2024. Click the link to apply, and join us in making a difference to Victorian lives.

Only people with the right to work in Australia may apply for this position. You may be required to undergo a National Police Check (and/or Medical Assessment) as part of the recruitment process.

Candidate screening may take place prior to the advertisement closing, so get your application in.

For further enquiries please contact Rebecca McPherson via email rebecca_mcpherson@worksafe.vic.gov.au

About us

WorkSafe's Strategy has our core purpose front of mind - reducing workplace harm and improving outcomes for injured workers. We don't shy away from the importance of our purpose to the Victorian community, that's why we have a stated ambition to be world leading.

We want Victoria to be the safest place to work in Australia and one of the safest in the world; and we aspire to be a world leader in return to work after a workplace injury.