Position overview

As a knowledge-driven organisation, we connect people and ideas to deliver evidence-based solutions that improve the consumer experience and simplify engagement with the VBA. The Case Management Advisor supports a customer-focused culture by promoting best practice in complaints management.

Key responsibilities include:

• Leading the triage, prioritisation, and escalation of complaints from practitioners and the public.
• Managing complex cases and applying risk and escalation frameworks.
• Ensuring fair, consistent, and confidential complaint handling.
• Driving system improvements through analysis, reporting, and stakeholder collaboration.

The role plays a key part in improving complaint processes, supporting organisational learning, and enhancing service delivery across the VBA.

What we are looking for: 

• Proven experience in a regulatory environment aligned to the building and plumbing industry is highly desirable.

• Tertiary qualification in business, policy or other relevant field will be well-regarded.
• 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.
• Ability to use conceptual and analytical skills to solve complex problems with a proven ability to interpret and apply legislation and technical matters to identify appropriate courses of action and provide advice on the management of challenging behaviours.
• Strong customer focus and the ability to establish and maintain relationships with a range of stakeholders in complex environments, providing effective end-to-end management of complaint.

About the organisation

The Victorian Building Authority (VBA) is the primary regulator of Victoria's building and plumbing industries, ensuring compliance with relevant laws that protect the Victorian community and promote confidence in the built environment. The VBA manages practitioner registration, monitors industry standards, and enforces compliance through inspections, investigations, and audits. It also supports industry professionals by providing guidance, education, and resources to uphold safety, durability, and sustainability in building and plumbing work. The VBA is committed to promoting accountability and continuous improvement, and plays a critical role in safeguarding Victoria's construction standards and ensuring quality outcomes for all Victorians.

VBA Commitment

We value diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. We're hoping to find a broad range of experiences, and people from all backgrounds and communities to join us at the VBA.

We invite you to talk to us about any preferences or adjustments you may need to either our recruitment process or the role itself. If you identify as a person with disability, please let us know how we can provide additional support to your application. If this is you, please don't hesitate to get in touch via recruit@vba.vic.gov.au.

We value and encourage flexibility for all, and so we support all our roles to be worked flexibly in some way, including part-time, to support a diverse, adaptive, and high-performing workforce. We encourage you to discuss flexible work options with the hiring manager during the recruitment process.

How to apply

We require you to upload:

• a detailed copy of your resume
• A cover letter outlining your relevant experience and how you feel it aligns to the role.
• Include your licence as applicable

Important information

Only electronic applications submitted via careers.vic.gov.au will be accepted