Manager, Complaints & Resolutions

The Victorian Legal Services Board and Commissioner (VLSB+C) is the regulator of the legal profession in Victoria. Our goal is to maintain and enhance public trust and confidence in the legal profession in Victoria. We do this because the integrity of the legal profession is fundamental to the legitimacy of the justice system and the maintenance and protection of the rule of law. The VLSB+C employs approximately 80 staff and provides a professional and friendly workplace with a culture that focuses on supporting employee's learning, development and wellbeing.
Job Details
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Department: Victorian Legal Services Board and Commissioner
Work Type: Ongoing - full time
Job Function: Legal
Classification: VPSG6
Work Location: Melbourne - CBD
Reference: VG/LSC301
Closing Date: 26-Jul-2019
Salary Range: $120,692 - $161,511
Job Duration: N/A
Attachments: Position - Complaints & Resolutions - Manager Complaints Resolutions.pdf (PDF, 252KB)

Form - Job Application - Manager, Complaints & Resolutions.docx (Word, 353KB)

Contact: Tina Stagliano
03 9679 8065

Position Details

  • Be part of the regulation of the legal profession in Victoria
  • Lead a team of outcome focused and consumer focused staff
  • An exciting opportunity to demonstrate your leadership and staff development skills

We are currently looking for a Manager, Complaints & Resolutions to lead the Complaints & Resolutions team within the Enquiries & Complaints Division.

Reporting to the Director, Enquiries & Complaints, the position will oversee the teams responsible for managing consumer matter complaints with the use of ADR methods, while building a shared sense of direction within the team. The Complaints & Resolutions team is responsible for managing specialist processes relating to the costing of legal files in costs related disputes, and making binding determinations if resolutions cannot be reached in consumer matter complaints.

The successful candidate will be a strategic thinker, and continuously seek out new and innovative ways to provide effective and efficient solutions and alternative dispute resolutions to consumers and lawyers. They will have substantial experience in a similar leadership position, and a demonstrated expertise in alternative dispute resolution. The position requires a high level understanding of how to interpret and apply legislation, including an understanding of the operation of legal practice environments. Applicants should view the full position description before applying for this position.  For all enquiries regarding this position, please contact Ms Tina Stagliano on 03 9679 8065.

When submitting your application, please attach your CV and responses to the key selection criteria questions in the Job Application form (MANDATORY).  Individual responses to “key selection criteria” listed on the Position Description are not required.  Attachments can be uploaded in either Microsoft Word or PDF format.  Employment of successful candidates will be subject to a National Police Check.  

The Victorian Legal Services Board and Commissioner (VLSB+C) is committed to Equal Employment Opportunity, ethical practice, and the principles of Cultural Diversity and social inclusion.We continually seek to attract and retain a diverse workforce which includes people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities and cultures including people of Aboriginal and Torres Strait Islander heritage.

It is the policy of the VLSB+C to provide workplace adjustments for qualified persons with disabilities who are employees or applicants for employment.  If you need assistance or adjustments to fully participate in the application/interview process, please contact the VLSB+C People & Culture Advisor. 

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