Description:
About us
The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.
About the role
The Regulator and Group Operations (RaGO) branch within CAV supports the group to foster good performance and enable the efficient and effective delivery of services for the Victorian community. The Correspondence and Complaints team within RaGO is the central point of coordination for CAV and Regulation policy handling and resolution of ministerial and departmental correspondence.
Reporting to the Manager Planning, Reporting and Executive Services, the Senior Officer, Correspondence and Complaints is integral to creating an efficient Ministerial Correspondence and complaints management process for CAV and the wider group. The Senior Officer will coordinate and manage the day-to-day processing of ministerial and departmental correspondence, as well as requests for input, and build staff capability in the Correspondence and Complaints team. They will use their initiative and experience to analyse, plan, review and adjust work priorities and activities.
Key accountabilities include:
- Communication– Excellent written and oral communication skills. Producing high-quality professional written correspondence for a range of audiences, including formal responses for the Minister. Preparing briefing material and correspondence, including the ability to proofread and edit. Focuses on understanding stakeholder issues and integrating feedback into future processes.
- Operational service delivery – develop and implement efficient and effective service delivery in the handling of ministerial correspondence. Ensuring an allocated caseload is actioned within agreed timeframes. Managing correspondence, including assessing, recording, resolving and following up when required. Coordinating correspondence and ensuring decisions where there is some, but not definitive, precedent about the application of an organisational framework. Contributes to strategic business planning.
- Administrative and corporate support – manages a discrete function with limited budget or staff responsibilities. Provides high level expertise dealing with more complex issues in a specialised corporate support function.
About you
To be considered for the role, you must be able to demonstrate:
- Flexibility and Adaptability: Adapts systems and processes quickly to changed priorities and situations.
- Systems Thinking: Diagnoses trends, obstacles and opportunities in the internal and external environment that connect to own work and teams work; coaches others in using systems thinking to solve problems and create solutions; understands the linkages between systems and communities to inform policy; conceptualises and defines the systems working within the organisation.
- Critical Thinking and Problem Solving: Takes into account wider business context within business unit when considering options to resolve issues. Identifies recurring problems and prevents future recurrence by integrating solutions into work process. Delivers tangible business outcomes as a result of critically evaluating problems from multiple perspectives and delivering effective solutions.
- Interpersonal Skills: Detects the underlying concerns, interests or emotions that lie behind what is being said and done; presents as genuine and sincere when dealing with others; projects an objective view of another's positions; uses understanding of individuals to get the best outcomes for the person and organisation.
- Stakeholder Management: Identifies issues in common for one or more clients or stakeholders and uses them to build mutually beneficial partnerships; identifies and responds to stakeholder's underlying needs; uses understanding of the stakeholder's organisational context to ensure outcomes are achieved.
- Customer Focus: Identifies and responds to customer requirements; use understanding of the customers' context to tailor services and ensure outcomes are delivered; effectively manages risks to service delivery.
Other requirements
- Relevant tertiary qualification desirable.
- Prior experience handling Ministerial and Departmental correspondence is highly desirable
- Prior experience in complaints management is highly desirable
For specific responsibilities please review the attached position description.
This position is only open to applicants with relevant rights to work in Australia.
How to apply
Apply before the advertised closing date 11:59pm on Monday, 04 August 2025. All applications should include:
- a resume; and
- a cover letter which addresses the key selection criteria (within three pages)
Other relevant information
The department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.
Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.
DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.