Senior Complaint & Assessment Officer

Victorian Government • Australia • 2d ago

Uphold government integrity through assessment of complaints of corruption and police misconduct' Melbourne CBD with hybrid / flexible working arrangements Full-time, fixed term until 16/10/26 Applications close 11:59pm, Tuesday 04 November 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 & Early Resolution team as Senior Complaint & Assessment Officer on a full-time fixed term (until 16/10/26) basis. Reporting to the Manager - Engagement & Early Resolution, the role will provide guidance to Assessment Officers and manage more complex and escalated enquiries or complaints from a diverse range of areas, including government, private, public and community sectors. Duties include: Provide specialist guidance to Complaint & Assessment Officers in making recommendations for further action based on IBAC's policies, procedures, guidelines and relevant legislation. Apply specialist knowledge to provide accurate and consistent procedural and practical guidance and advice to complainants in response to their communications with IBAC by phone, email or by mail. Receive enquiries or complaints (verbal or written) and make recommendations for further action based on IBAC's policies, procedures, guidelines and relevant legislation. Review formal referral correspondence to the internal team and other Government agencies, as well as responses to enquiries which are outside of IBAC's jurisdiction. Developing strategies and processes to support and improve the operations of the intake and triage functions of the Engagement and Early Resolution Team. Additional duties are set out in the position description. To view this, please visit the IBAC Careers webpage and click on the appropriate vacancy. Our requirements / Your skill set We are looking for candidates with the below experience and capabilities: Experience in using case management and complaints management / handling systems. Significant experience in responding to Government enquiries. Relevant tertiary qualifications and/or significant experience in complex complaint management. 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 in case management and how you have applied it in your current or previous roles? A summary of your experience supervising or mentoring staff A summary of how you have contributed to quality or process improvement initiatives in your current or previous roles? * responses to the administrative screening questions within the application process PDF documents are preferred. If you encounter technical issues when applying, please email pcchelp@ibac.vic.gov.au. For further information regarding the role, please contact Bruce Rego at bruce.rego@ibac.vic.gov.au Applications close 11:59pm, Tuesday 04 November 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.

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