About the Department The Department of Education is responsible for leading the delivery of education and development services to children, young people and adults both directly through government schools and indirectly through the regulation and funding of early childhood services, non-government schools and training programs across Victoria. The Department strives to be a values-based organisation that is committed to the principles of equal opportunity, and diversity and inclusion for all. About the Division The Operations and Governance Division provides day-to-day support for schools and regions, encompassing school governance and operational issues, client enquiries and contact centre technologies, complaint management and improvement process, support for principals in the management of complex matters and provision of advice and training for school council members. The Division leads and coordinates various other functions in Schools and Regional Services, including workforce planning and staff recruitment, business and risk planning, audit reporting and quality assurance of correspondence and briefings. About the Role A Senior Dispute Resolution Officer within the Complaints and Improvement Unit manages parent complaints relating to errors in the implementation of department policy within Victorian Government schools on behalf of the Deputy Secretary Schools and Regional Services. The role involves: * Assessing complaints for eligibility under the Complaint Resolution policy; * Liaising with complainants in a sensitive and constructive manner; * Understanding and assessing complex policy frameworks including their implementation * Liaising with relevant staff in schools, as well in regional and central offices of the department; * Reviewing complaints including the formulation of high-quality briefs and correspondence for the Deputy Secretary Schools and Regional Services; * Provision of expert advice, including high quality briefings and correspondence, to other senior executives and the Minister; * Provide strategic advice and support to regional offices in their management of parent complaints; * Engage with key stakeholders including the Victorian Ombudsman's office; and * People management as required Attributes * Strong analytical skills * Strong written and verbal communication skills * Highly developed ability to manage a diverse range of stakeholders * Ability to work within and contribute to a high performing team Desirable Qualifications and Experience Desirable: relevant qualifications and/or experience in alternative dispute resolution and/or legal qualifications Further Information For more details regarding this position please see attached position description for the capabilities to address in application. Please submit a CV and a cover letter addressing the key selection criteria with your application. The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page. Applicants requiring adjustments can contact the nominated contact person. Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au. For further information pertaining to the role, please contact Andrew Copeland, Manager - Complaints and Improvement via andrew.copeland@education.vic.gov.au. Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence. Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements. Applications close 11.59pm Tuesday 2 June 2026.