About the role: Reporting to the Manager, Complaints and Correspondence, the Complaints Officer assists with the triage, coordination and management of complaints, feedback and compliments received by the Department of Health (the department), including Victorian Ombudsman investigations and enquiries. The position also supports the strategic management of the department's feedback handling policies and procedures. The role provides advice and expertise to staff in the department regarding management of complaints and requests for contact and feedback. 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. About you: We are looking for someone who can: * Triage, coordination and management of complaints including matters referred via email, the Feedback Management System (FMS), telephone, written correspondence, and matters that have been escalated within the department or from regulatory agencies such as the Victorian Ombudsman. This includes investigating and responding to potentially disruptive, difficult or vexatious complainants in line with departmental policies and guidelines. * Participate in the improvement of complaint policies, procedures and guidelines. * Provide input into reports, briefings and submissions and recommendations in response to complaints. * Foster positive relationships across the department and externally with a focus on continual service improvement. Experience working within Victorian Government, with an understanding and knowledge of governmental business systems, processes and structures is desirable. 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 disability, LGBTIQ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at inclusion@health.vic.gov.au. For more information on our commitment to inclusion and diversity see inclusion and diversity at the Department of Health. Preferred applicants may be required to complete a police check and other pre-employment checks. Information provided will be treated in the strictest confidence in line with our Privacy Policy. If you have any queries in relation to the application or recruitment processes, please email talentacquisition@health.vic.gov.au.