The Manager, Resolutions oversees a high performing team responsible for effective handling of complaints and alternative dispute resolutions functions at the Health Complaints Commission (HCC) including managing the initial enquiries and complaints received either in writing or over the telephone.This role is responsible for developing strategies for team excellence, through the provision of coaching and support. Collaborating across the organisation and healthcare sector, they manage service delivery and escalated complex matters. This role provides guidance on HCC's role and aims for the swift resolution of complaints. The ideal candidate will possess strong leadership, people management skills, and the ability to drive efficiency, ultimately enhancing health service outcomes for Victorians.Are you:
- A skilled manager proficient in complaints handling and dispute resolution services?
- Eager and driven individual ready to integrate seamlessly into a small statutory, regulatory setting?
- A collaborative team player dedicated to achieving excellence in customer service and team objectives?
- Maintain a comprehensive understanding of issues impacting the HCC and where appropriate, lead strategies to improve service delivery and performance outcomes for both internal and external stakeholders.
- Ensure effective, efficient service delivery in accordance with delegated authority, relevant legislation and government regulations and guidelines.
- Effectively manage and provide leadership to a team of employees by:
- leading and supporting individuals to achieve their potential and contribution to organisational goals and outcomes;
- modelling behaviours integral to good people management and public sector values;
- where relevant, managing and monitoring specific improvement activities in annual improvement plans relating to the area of responsibility; and
- coaching, developing and managing a team.
- Work with senior management on strategic thinking and future planning to achieve excellence in customer focussed service delivery and meet key performance indicators and standards.
- Provide positive and constructive leadership to help the organisation successfully navigate change management periods.
- Actively seeks to improve others' skills and talents by providing constructive feedback, coaching, and training opportunities.
- Provision of expert guidance to recognize and effectively handle emerging issues and potential risks for the organisation. Demonstrate how the actions and outcomes of this role and work unit impact stakeholders and the HCC's ability to deliver and/or facilitate the delivery of effective services.
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
- Undertake other tasks as reasonably requested in line with the role.
- The opportunity to perform meaningful work, making direct contributions toward enabling Victorians to be the healthiest people in the world.
- A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
- A strong commitment to work-life balance, including a diverse array of flexible working arrangements.