At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. This is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you will join a team dedicated to bringing our vision to be a world leading ambulance service to life. 

We are seeking a Senior Officer Consumer Hardship & Complaints within the Accounts Receivable Team to support fair and compassionate resolution of consumer hardship cases and service‑related concerns within our Financial Transactional Services Department.

This is a Full Time, Permanent position. While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Ballarat or Blackburn Business Centre in line with our hybrid working model. 

About the role

Reporting to the Manager Accounts Receivable Collections, responsibilities of this position include, but not limited to:

• Undertake administrative support in the financial assessment of consumer hardship and engagement with vulnerable customers
• Subject matter expert undertaking challenging customer engagements to evaluate hardship or complaint grounds, excising empathy with a high standard of professional service and delivery of sound debt resolution outcomes.
• Develop, manage and maintain accurate reporting of workload volumes and performance against defined key performance indicators to Accounts Receivable management
• Expert application of processes and tasks within area of responsibility and provide support to wider Accounts Receivable (AR) team as directed by management 

About you

To be considered for this position you will possess:

• Completion of relevant industry certification or an equivalent combination of training and experience
• Demonstrated exposure to interacting with people experiencing hardship and/or life challenges
• Highly developed written and verbal communication skills
• Excellent analytical and problem-solving approach with the ability to multitask and manage deadlines
• High degree of accuracy, attention to detail and quality control 

Working at Ambulance Victoria

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking. 

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community.  If you are ready to be an integral part in bringing our values of Care, Accountability, Respect and Excellence to life at AV, we want to hear from you! 

Important information

By applying for a position, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role. 

Successful applicants will need to be willing to complete pre-employment screening including references, misconduct and Police Checks. 

This position is classified AV3 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021. 

The position description can be found on the AV Careers website https://careers.ambulance.vic.gov.au. 

How to apply

Your application is an integral part of the selection process and should include: 

• Cover letter outlining your experience and interest in the position
• Current resume
• A separate document addressing the key selection criteria from the position description 

Applications must be submitted by 11.59pm AEDT on Friday 6 March 2026. Applications must be submitted via the AV Careers Centre website https://careers.ambulance.vic.gov.au to be considered. Emailed applications will not be accepted. 

For further information, please refer to ‘Applying for a position with Ambulance Victoria‘. For any further queries please contact recruitment via recruitment@ambulance.vic.gov.au or 03 9840 3653.

At all levels of our organisation a diverse and inclusive workforce allows us to deliver the Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people. In the event you require a reasonable adjustment to support your application for this role, please contact us at recruitment@ambulance.vic.gov.au and a member of our Recruitment & Selection team will be in touch.