Manager, Complaints

Here at the Victorian Gambling and Casino Control Commission (VGCCC) we have an exciting opportunity for a Manager, Complaints to lead, manage and drive a team responsible for the receipting, triaging, actioning, and where required, investigating complaints received by the VGCCC in relation to regulated entities and/or the gambling industry in general. Whilst focusing on providing a high level of efficiency in addressing the complaints received, the role also requires an appreciation of customer service and the need for a required level of integrity when addressing complaints. If you are looking to play an important role in the complaints management function at VGCCC, and you have the required experience and skills, but want to grow them too, then you should come and join us.
Job Details
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Department: Victorian Gambling and Casino Control Commission
Work Type: Ongoing - full time
Job Function: Regulatory, Governance and Compliance
Classification: VPSG6
Work Location: Melbourne - CBD
Reference: VG/GC3088
Closing Date: 06-Apr-2023
Salary Range: $129,379 - $173,138
Job Duration: N/A
Attachments: GC3088 - Manager, Complaints.pdf (PDF, 263KB)

Contact: Jason Cremona
0421 614 334

Position Details

About the organisation

The Victorian Gambling and Casino Control Commission (VGCCC) is an independent statutory authority which regulates Victoria's gambling industry.  The organisation licenses, informs and educates, monitors and enforces the gambling industry through a risk-based approach to regulation. Underpinned by its values of “work together, act with integrity, respect others, make it happen, and act with courage and confidence” the VGCCC plays an important role in ensuring the integrity, safety and fairness of the gambling industry so that it delivers sustainable benefits to Victoria.

The opportunity

The Complaints Management Team is at the frontline of the VGCCC's engagement with the community, stakeholders, regulated entities and co-regulators. It plays an important role in growing and maintaining confidence in the regulatory functions performed by the VGCCC. The Complaints Management Team aim to be accountable, transparent, fair and deliver quality outcomes to the people of Victoria.  This team contributes to harm minimisation by ensuring regulated persons & entities comply with legislated requirements, ultimately improving service standards within the gaming industry. The primary responsibility of this position, while reporting directly to the Director, Regulatory Services, is the management of all complaints received by the VGCCC in relation to regulated entities or the general operations of the gambling industry.

Key responsibilities

  • Provide leadership, advice, direction and support to divisional staff within the Complaints Management Team whilst managing the operations, function and resources of the team; including day-to-day delegation as required, management of performance and identification of staff learning and development needs.
  • Appropriately assess and triage all complaints received by the VGCCC to allow for appropriate assessment by the required resource and skill set within the Complaints team, and ensure appropriate level engagement with other key internal VGCCC teams to achieve the right regulatory outcome for complaints of high risk/complexity
  • Contribute to the enhancement of regulatory activities and mitigation of risks through a cohesive approach of sharing information/knowledge in relation to complaints received and intelligence gathered, and redesigning business processes.
  • Full list of accountabilities can be found in the position description.

If this role appeals to you, please submit a cover letter and your resume.

Please note: to be successful in achieving an interview, completion of the questionnaire is essential.

Applicants may be required to undergo pre-employment screening as part of the recruitment process. For further information, please refer to the Victorian Public Sector Commission website pre-employment screening policy.

To apply and view the selection criteria, salary range and the position description click Apply Now. If you have any queries please contact Jason Cremona, Director, Regulatory Services on 0421 614 334 or

Applications close 6th April 2023.

In accordance with the COVID-19 Mandatory Vaccination (Workers) Directions (CHO directions), all VPS employees are required to provide evidence of full COVID-19 vaccination status unless an exemption applies.  Personal or health information recorded from employees will be collected, recorded, stored and disclosed if needed, in accordance with the VGCCC's obligations under the Privacy and Data Protection Act 2014 and where relevant the Health Records Act 2001.

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