Job Title

Manager, Customer Feedback and ComplaintsWhat you will be doingReporting directly to the Senior Manager, Customer Experience, this role will be responsible for:Providing strategic and operational direction on customer feedback and complaints managementLeading the planning and delivery of the customer feedback and complaints program for major election and non-election periodsGoverning the analysis and reporting of customer feedback and complaints dataNegotiating with internal and external stakeholders to receive their advice and co-operation in addressing customer complaints in accordance with policy and legislative timelinesWhat you will bring to the roleEstablished leadership of a customer feedback and complaints function in a compliance critical environmentDemonstrated experience in managing large scale complaint eventsProven ability to effectively problem solve in complex and high-pressure situationsStrong project management skills partnered with excellent influencing and negotiation skillsCommitment to the VEC''s core valuesHow to applyAll applicants must submit:a current CV anda separate document with responses to Key Selection Criteria (KSC) 6.1, 6.4, 6.6 and 6.8 as listed in the position description.Applications should be lodged online via the Apply Now button (below). The VEC can only accept applications lodged via Victorian Government Careers website.Applications close at 11:59pm on Thursday, 26 June 2025.We highly encourage Aboriginal and Torres Strait Islander people, people with disabilities and culturally and linguistically diverse people to apply.We are committed to diversity and inclusion in our workplaces with the people we employ, and at the ballot box with the people we serve. We aim to create a workplace that is inclusive, equitable, and safe for all.We understand that candidates may need adjustments in the recruitment process and/or workplace. For any questions or request for accommodations, please e-mail (emailprotected) .Successful applicants will be required to satisfy character clearance requirements, including but not limited to Nationally Coordinated Criminal History Check (NCCHC) and working with children check.In accordance with Section 17A of the Electoral Act 2002, the VEC may ask applicants to disclose specific political activities that could compromise the perceived independence of the organisation. Learn more about disclosing political activities.VEC contact detailsFor further information please contact Louise Barclay, Senior Manager Customer Experience on (emailprotected)Unlock job insightsSalary match Number of applicants Skills matchThe Victorian Electoral Commission is an independent and impartial statutory authority established under Victoria''s Electoral Act 2002.The VEC conducts Victorian State elections, local council elections, certain statutory elections and polls, and commercial and community elections.The VEC also conducts boundary reviews, maintains the Victorian electoral enrolment register, conducts electoral research, provides education services, and works to engage all Victorians who are entitled to vote in the democratic process.Source: This is an extract from the company''s own website.The Victorian Electoral Commission is an independent and impartial statutory authority established under Victoria''s Electoral Act 2002.The VEC conducts Victorian State elections, local council elections, certain statutory elections and polls, and commercial and community elections.The VEC also conducts boundary reviews, maintains the Victorian electoral enrolment register, conducts electoral research, provides education services, and works to engage all Victorians who are entitled to vote in the democratic process.Source: This is an extract from the company''s own website.To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory. #J-18808-Ljbffr