What you will be doing
Reporting directly to the Senior Manager, Customer Experience, this role will be responsible for:

Providing strategic and operational direction on customer feedback and complaints management

Leading the planning and delivery of the customer feedback and complaints program for major election and non-election periods

Governing the analysis and reporting of customer feedback and complaints data

Negotiating with internal and external stakeholders to receive their advice and co-operation in addressing customer complaints in accordance with policy and legislative timelines

What you will bring to the role

Established leadership of a customer feedback and complaints function in a compliance critical environment

Demonstrated experience in managing large scale complaint events

Proven ability to effectively problem solve in complex and high-pressure situations

Strong project management skills partnered with excellent influencing and negotiation skills

Commitment to the VEC's core values

How to apply
All applicants must submit:

a current CV and

a 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 [email protected]. 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 details
For further information please contact Louise Barclay, Senior Manager Customer Experience on [email protected]