Work Type: Ongoing - Full-time
Salary: $124,888 - $136,747
Grade: VPS 5
Occupation: Governance and risk management
Location: Melbourne - CBD and Inner Metro suburbs
Reference: 381
About Us
The Victorian Ombudsman (VO) provides a free, independent, accessible and impartial service to the public. Our purpose is to ensure fairness for the public in their dealings with the Victorian public sector, to improve public administration, and engage within both public organisations, the government sector and the broader community. The Ombudsman Act 1973 (Vic) is the governing legislation.
The VO’s role is to ensure that the services of state and local government, and other public organisations are delivered in a fair and reasonable manner that is compatible with the Charter of Human Rights and Responsibilities Act 2006 (Vic) and that human rights have been taken into consideration in decision making.
About the Role
The Manager, Complaints leads a team of Complaints Resolution Officers within the Victorian Ombudsman's Complaints Group. The Manager is accountable for the quality, timeliness and fairness of complaint resolution across their team, and for developing a high-performing, psychosocially safe and values-driven team culture. The Manager plays a key leadership role in embedding best-practice complaint handling including trauma-informed engagement, vulnerability identification, early resolution and conciliation and in contributing to the ongoing development of the VO's complaint model, triage framework and QA system.
Please review the position description for full details.
How to apply:
Applications need to be submitted online via the ‘Apply Now' button.
To be considered for this role, you must include:
Applications close midnight Thursday 30 April 2026.
VO is an equal opportunity employer and is committed to providing an inclusive, accessible and safe work environment. We want to ensure all applicants and employees with disability are treated respectfully and equitably in all stages of the recruitment process.
We encourage job applications from people of all genders, ages, religions, disability, LGBTIQ and cultures, including Aboriginal and Torres Strait Islander people.
VO is committed to supporting our employees work and life balance commitments. All requests for flexible working arrangements will be considered in line with operational requirements.
Employment at the Victorian Ombudsman is subject to: