Complaints Intake & Enquiry Officer

Description:

* Provide frontline customer service for IBAC
* Melbourne CBD with hybrid / flexible working arrangements
* Full-time, fixed term role to 7 November 2025 VPS 3.1 $79,122 - $87,599 + super
Applications close 11:59pm, Thursday 8 May 2025
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 Engagement and Early Resolutions team as Complaint Intake and Enquiry Officer on a full-time fixed term basis to 7 November 2025.
Reporting to the Manager - Engagement and Early Resolution the role will manage the receipt, handling and administrative tasks related to IBAC's complaint and notification functions. They will answer and respond to queries on the IBAC enquiry telephone line, including sensitive and confidential enquiries, and providing relevant and accurate information to members of the public.
Duties include:
* Provides excellent frontline complaint-related customer service, enquiry response and management, basic research and analytical skills, and administrative duties such as data-entry and record keeping.
* Assesses audience and provides appropriately tailored clear information and explanations to members of the public and agencies, especially when dealing with challenging behaviour in a firm but polite manner.
* Promptly responds to a range of enquiries from key stakeholders and is committed to delivering high quality outcomes in an effective and efficient manner. Plans and reviews daily work and is flexible in assisting business needs in unforeseen circumstances.
* Displays the IBAC values in dealing with all complainants or other members of the public/agencies and treats people who come to IBAC with respect, dignity and compassion.
Additional duties are set out in the position description. To view this, please visit the IBAC Careers webpage and click on the appropriate vacancy.
We seek to create a talent pool following this recruitment process for future fixed term vacancies.
Our requirements / Your skill set
We are looking for candidates with the below experience and capabilities:
* Demonstrated experience in a customer service or service delivery environment with experience of responding to sensitive and confidential enquires, including complaints, by telephone.
* Working within the Victorian Public Sector would be an advantage.
* Contact centre experience is desirable.
Due to the requirement to attain a Negative Vetting 1 security clearance candidates must be an Australian citizen at the time of application.
Due to a conflict-of-interest IBAC is unable to accept applications for secondment from Victoria Police employees.
Apply now
All applications should include:
* a resume (no longer than 5 typed pages)
* a cover letter that addresses the following points:
*
*
* A summary of your experience working in a regulatory or compliance sector
* A summary of your telephone-based customer service experience;
* How you manage your wellbeing when exposed to complaints and enquiries that include trauma-related and other sensitive information; and
* What skills and expertise you will bring to the team to successfully perform the role.
* responses to the administrative screening questions within the application process
PDF documents are preferred. For further information regarding the role, please contact Bruce Rego, Manager - Engagement & Early Resolution.
Applications close 11:59pm, Thursday 8 May 2025
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: www.ibac.vic.gov.au for more information.