Manager, Resolutions

Position Purpose: 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.

Area 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.

About us: 

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.  

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all. 

Suitable applicants will be able to demonstrate:

1. 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.
2. Ensure effective, efficient service delivery in accordance with delegated authority, relevant legislation and government regulations and guidelines.
3. Effectively manage and provide leadership to a team of employees by:
1. leading and supporting individuals to achieve their potential and contribution to organisational goals and outcomes;
2. modelling behaviours integral to good people management and public sector values;
3. where relevant, managing and monitoring specific improvement activities in annual improvement plans relating to the area of responsibility; and
4. coaching, developing and managing a team.
4. 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.
5. Provide positive and constructive leadership to help the organisation successfully navigate change management periods.  
6. Actively seeks to improve others' skills and talents by providing constructive feedback, coaching, and training opportunities.
7. 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.
8. 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.
9. 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.
10. Undertake other tasks as reasonably requested in line with the role.

To learn more please click ‘Apply' to view the Position Description on the Careers.vic website. 

What we offer: 

• 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.

How to apply: 

Applications should include a resume and a cover letter. Click the ‘Apply' button to view further information about the role including key contact details and the advertisement closing date. 

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. 

All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disabilities, LGBTIQ+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at *********@health.vic.gov.au. Please view our commitment to Diversity and Inclusion here.

Preferred applicants may be required to complete a police check and other pre-employment checks including proof of vaccination against COVID-19. Information provided will be treated in the strictest confidence, in line with our Privacy Policy. 

The Jobs and Skills Exchange (JSE) Recruitment Policy allows for priority consideration for Victorian Public Service (VPS) and select employees of the Victorian Public Sector who apply through the Jobs Skills Exchange (JSE) jobs board platform. As such, these employees are strongly encouraged to submit their application through JSE rather than via external advertisement.