FAS Complaints and Feedback Officer
We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation, or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.
The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.
If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.
For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers
We’re proud of the important work we do across Victoria. Want to be part of it?
| |
| Department: | Department of Justice and Community Safety |
| Work Type: | Fixed term - full time |
| Job Function: | Community Services |
| Classification: | VPSG3 |
| Work Location: | Melbourne - CBD |
| Reference: | VG/D03289JULY2026 |
| Closing Date: | 20-Jul-2026 |
| Salary Range: | $81,496 - $98,955 |
| Job Duration: | 30/6/2027 |
| Attachments: | Position Description - D03289 - Complaints and Feedback Officer - VPS3 - Fixed-term, full-time until 30th June 2027.pdf (PDF, 268KB) Position Description |
| Contact: | Melissa De Castro Pereira on 0412 044 036 melissa.x.decastropereira@justice.vic.gov.au |
Position Details
- Help victims of crime by responding to complaints with care and respect.
- Join a new scheme that will improve support for victims across Victoria.
- Build your skills in a role that values compassion, fairness and clear communication.
- Make a real difference while working with a supportive and dedicated team.
- Fixed-term, full-time role until 30th June 2027, earning $81,496 - $98,955 per year, plus super.
What you will do
As financial assistance scheme complaints and feedback officer, you will help victims of crime by managing complaints and feedback with care and respect.
You will support a new service that puts victims first through fair, timely and trauma-informed complaint handling.
You will:
- manage complaints and feedback from victims and help resolve issues in a timely and respectful way
- respond to victim enquiries by phone and in writing with care, confidentiality and sensitivity
- maintain accurate records and identify higher-risk complaints for escalation
- develop surveys, review feedback and identify practical ways to improve services
- support culturally safe, trauma-informed and victim-centred practice across the financial assistance scheme.
About you
A qualification or experience in social work, social sciences, psychology, criminal justice, law, alternative dispute resolution, investigations or a related field is desirable. Experience working with people affected by trauma will help you succeed in this role.
You should also have:
- knowledge of family violence, sexual assault and trauma-informed practice
- experience using case management systems and maintaining accurate records
- strong problem-solving skills with the ability to handle difficult conversations respectfully
- confidence analysing feedback, preparing surveys and supporting inclusive and culturally safe services.
To learn even more about this role, please read the position description.
If you have any further questions, feel free to email Melissa De Castro Pereira at melissa.x.decastropereira@justice.vic.gov.au
Aboriginal and/or Torres Strait Islander (Aboriginal) people are strongly encouraged to apply. Learn more about our Aboriginal workforce strategy.
How to apply
Please click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.
If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.
IMPORTANT INFORMATION:
Child safe statement of commitment
The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.
