Service Improvement & Complaints Specialist

• $137963.00 per annum 12% superannuation
• Full Time ongoing opportunity
• Wadawurrung Country / Geelong based (hybrid working model 3 days per week in office)

This role is based in Geelong CBD however hybrid working arrangements between our Melbourne and Geelong offices will be considered upon progression of application.

About the opportunity

The Service Improvement and Complaints branch is charged with the responsibility for reviewing and where necessary intervening in matters related to complex complaints about the management of injured workers claims.

The Specialist will provide best practice advice through supporting and coaching the team and Agents on complaints handling practices including managing unreasonable complainant conduct and driving service improvement initiatives.

In addition the Specialists expertise in complaints handling and investigation will be used to provide advice to the Manager Service Improvement & Complaints and lead the resolution of complex and sensitive complaints.

This position provides the opportunity to drive people centred service improvements along with building strong internal and external addition you will be able to contribute to the growth and development of the wider team along with opportunities for your own development and career growth.

Key Responsibilities

• Support a team of technical experts and develop the teams capability to ensure complaints are effectively managed including conducting file reviews/audits and providing real-time constructive feedback and coaching.
• Provide advice in policy development and improvements of policy and procedures for the handling of complaints in relations to workers compensation claims and lead implementation of process change in the Service Review team.
• As a recognised industry expert in relation to complaints management provide detailed expert advice training and education to internal and external stakeholders about complaints handling.
• Participate in all governance committees supporting the Manager Service Improvement and Complaints as required to present on current complaints trends and best practice in relation to the management of complaints.
• Continually refine and drive initiatives focusing on improving the quality of Agent service and decision making as a result of trends in complaints. Analyse trends identify potential risks and recommend develop and implement strategies to mitigate the risks.
• Act as the lead technical expert and champion for complaints management systems and processes and be responsible for the management and improvement of related workflows.

Please ensure you review the Position Description herefor additional information on accountabilities for this role.

About you

You will have a strong ability to work autonomously along with experience in supporting and managing change.

Your strengths will also include your written and verbal communication skills and the ability to engage with and influence both internal and external stakeholders. You will also be skilled in delivering feedback and coaching others.

Additionally you will possess the following skills and experience:

• Significant experience in complaints management and complaint investigations
• Demonstrated knowledge of best practice relating to complaints management including how to manage unreasonable complainant conduct
• Proven ability to identify service failings/administrative errors and create methods for resolution
• Demonstrated ability to liaise in a professional manner with a range of internal and external clients/stakeholders
• Demonstrated ability to work as part of a team and to coach and mentor
• High-level judgment in identifying and managing the resolution of issues of strategic impact and importance
• Highly developed analytical conceptual and problem-solving skills including the ability to anticipate key issues in the administration of complex processes and then generate creative workable and reportable solutions with minimal direction.

Qualifications

• Tertiary Legal qualifications and/or significant experience in a complaints management and investigations role
• Previous experience in an industry or public sector Ombudsman role would be highly regarded

Working with Us

At WorkSafe we aspire for every employee to feel connected safe and valued in their team for teams to feel valued in the workplace and for WorkSafe to be valued in the community.

We believe that a diverse workforce is the key to delivering the best outcomes for the Victorian community and strongly encourage applications from all people including First Nations people and people with disability diverse cultural and linguistic backgrounds sexualities and genders.

Whats next

Applications close 11:00pm on Monday 19th January 2026. Click the link to apply and join us in making a difference to Victorian lives.

Only applications submitted via the WorkSafe Careers website will be considered.

Preferred candidates will be required to satisfactorily complete a Nationally Coordinated Criminal History Check and/or other checks as required for the position as part of the recruitment process.

Eligibility for ongoing employment with WorkSafe Victoria requires Australian or New Zealand citizenship or permanent residency.

Due to the volume of applications received individualised feedback will only be provided to candidates who progress to interview stage.

To ensure a fair and open recruitment process we request that you complete all parts of the process without using AI tools. We want to understand your professional skills experience and capabilities independent of an AI view.

For further enquiries please contact David Heaney via email