Enquiry Officer

Our organisation
IBAC'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 team
People 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 role:
We have an opportunity for an individual to join our Assessment & Review Unit as an Enquiry Officer on a fixed term basis to 28 June 2024, with potential for extension.
Reporting to the Manager, Engagement & Early Resolution, the role will be responsible for undertaking the receipt, handling and administrative tasks related to IBAC's complaint and notification functions, in a timely and efficient manner. A large part of this role involves being on the IBAC enquiry telephone line providing accurate information and advice to key stakeholders such as members of the public and agencies on IBAC's role and functions.
Duties include:

• Receiving enquiries and complaints by telephone as well as in a written format, from members of the public and providing a high level of customer service in line with IBAC's service delivery charter.
• Assessing audience and providing appropriately tailored clear information and explanations to a range of stakeholders
• Communicating difficult messages and having courageous and challenging conversations with a diverse range of stakeholders in an empathetic manner.
• Managing the flow of information and files within the Assessment & Review team.
• Problem solving based on operational knowledge and experience, scanning for useful information, identifying underlying causes and suggesting resolution options to stakeholders
• Using available information and exercising good judgement to make sound, timely and well-informed decisions
• Initiating improvements to administrative procedures, through agreed change management processes

Additional duties are outlined in the position description.
Our requirements / Your skill set:
We are looking for candidates with the below experience and capabilities:

• Demonstrated excellent customer service experience and responding in a highly resilient manner to sensitive, complex, and challenging telephone enquiries and subject material.
• Demonstrated excellent communication, conflict management and interpersonal skills and the ability to provide high quality and accurate information when responding to queries from the Victorian community.
• Excellent organisational skills and the ability to work in a fast-paced and high-volume environment and excellent attention to detail are necessary, as information relating to enquiries, complaints and notifications must be managed, actioned and stored appropriately.
• Working within the Victorian Public Sector would be an advantage
• Contact centre experience is desirable

Apply now:
Your 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
• 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.