As a knowledge-led organisation, we bring people and thinking together, educating and delivering evidence-based solutions for consumers, industry and government to streamline the consumer experience and make it easy to engage with BPC. The Senior Case Management Advisor is responsible for contributing to a positive customer-centric culture by supporting best practice complaints management across the BPC. The role is responsible for: providing a central point for the internal escalation, prioritisation and triage of those complaints made by practitioners and members of the public about the BPC's decisions and services; best practice triage of complex complaints, refining, embedding and socialising risk and escalation frameworks; What we are looking for Extensive experience managing a dynamic and complex complaints caseload, including identifying opportunities for early resolution, referral to other processes or performing robust investigations and formulating evidence-based recommendations Experience working within a legislative or regulatory environment and/or in a relevant industry profession is highly desirable. Demonstrated ability to work autonomously and multi-task in a deadline driven environment, managing a diverse case load and projects while supporting others to achieve individual and team goals. For a detailed overview of responsibilities, please refer to the attached position description. About the BPC The Building & Plumbing Commission (BPC) is Victoria's new regulator for building and plumbing. It brings together the Victorian Building Authority (VBA), Domestic Building Dispute Resolution Victoria (DBDRV), and the domestic building insurance function of the Victorian Managed Insurance Authority (VMIA) into one organisation. Key functions related to building and plumbing regulation will come together under one roof, including registration, inspection and compliance, practitioner discipline, dispute resolution, and domestic building insurance. These services will now part of the BPC and will be fully integrated over the next 12 months. Commitment to Diversity We celebrate the diversity of our workforce. The BPC values the benefits all our differences make and takes inclusion seriously. We welcome applications from Aboriginal and Torres Strait Islander people; Women, including into leadership and non-traditional areas; Neurodivergent people, People with Disability; Culturally and Linguistically Diverse/Marginalised people; Sexually and Gender Diverse people and from people at all stages of their careers. In short, we welcome people from all backgrounds and communities. We are committed to making our recruitment process accessible. If you have any accessibility requirements or need adjustments, please contact us at recruit@bpc.vic.gov.au. Flexible work arrangements are available we encourage you to discuss any preferences during the recruitment process. How to Apply We require you to upload: an up-to-date resume Please include a cover letter detailing why you are interested in the opportunity and highlighting the skills and experience relevant to the responsibilities of this position and the key selection criteria. * Any other quals or licence if applicable Important information Only electronic applications submitted via careers.vic.gov.au will be accepted.
