Service Improvement and Complaints Manager

• $163,604.00 per annum + 11.5% superannuation
• Full time, fixed term opportunity until 30/06/2026
• Wadawurrung / Geelong based role (hybrid – 3 days a week in office)

About the opportunity

The Service Improvement and Complaints Manager is responsible for the continuous improvement of service delivery via the management and delivery of complaints handling and the insights from these complaints. They will lead the complaints team and seek to improve the management, delivery and analysis of some of WorkSafe's most sensitive complaints relating to workers' compensation.

Key accountabilities

• In collaboration with other business areas, drive improvement in WorkSafe's agents' service delivery to reduce the level of complaints
• Leading the team to manage early and effective resolution of complaints issues through proactive identification of matters
• Leading the team to work with agents to resolve complaints; specifically being able to negotiate and influence agents through to resolution
• Liaising with subject matter experts within Return to Work Victoria and wider organisation to achieve resolution on difficult complaints or policy matters
• Continuously improving the processes and systems for complaints management
• Monitoring, managing and improving the policy and processes for the handling of complaints in relations to workers' compensation claims
• Managing the preparation of briefing materials for the Minister
• Managing the provision of high level communication with, and engagement of key stakeholders

About you

You are an experienced manager with a passion for developing others and leading your team to deliver outstanding performance. You're a resilient person who thrives in dealing with complex matters from various internal and external stakeholders. As an excellent negotiator, with strong verbal and written communication skills, you have the ability to deliver advice and information in a professional, succinct and clear manner.

Additionally, you will possess the following skills and experience:

• Work in partnership with the core business to ensure the timely and appropriate resolution of complaints
• Identify and deliver on improvement opportunitites
• Deliver results without necessarily having direct control of corporate measures
• Strong stakeholder management with public and private sector groups and with individual workers and employers
• Strong ability to engage with senior leaders and executives and provide robust, transparent and sound advice in relation to specific subject matter
• Knowledge of workers' compensation legislation, relevant jurisdictional legislation and legal precedents, including strategic and policy issues
• High-level judgment in identifying and managing the resolution of issues of strategic impact and importance
• Highly developed analytical, conceptual and problem-solving skills, including the ability to anticipate key issues in the administration of complex processes and then generate creative, workable and reportable solutions, with minimal direction.

Applications close 11:00pm Wednesday 21 May 2025.