Advisor, Customer Feedback and Complaints

Full-Time, Ongoing
VPS Grade 4.1 ($97,955 - $111,142, plus superannuation)
Supportive, inclusive and high-performing work culture

Why join us

At the Victorian Electoral Commission (VEC) we are not just about elections, we are about enabling all Victorians to actively participate in their democracy. The VEC conducts state and local council elections and is responsible for promoting public awareness and understanding of electoral issues in the Victorian community. Our goal is to be change ready and responsive to legislative changes and community expectations in a dynamic and complex operating environment.
We provide a values driven workplace culture with a passion for excellence and innovation in the services we provide. We offer a supportive environment that encourages professional development and provide opportunities to broaden your experience though internal working groups and committees across VEC branches.
Apply now to make a meaningful contribution to the democratic process.

What you will be doing

Reporting directly to Manager, Customer Feedback and Complaints this role will be responsible for:

Managing the handling of complaints, feedback and enquires received by the VEC

Supporting the Manager in the delivery of the function during major electoral events

Developing improvements to the team's processes and procedures

Engaging with stakeholders about the handling of customer feedback and complaints

Performing analysis and reporting on the submissions received

What you will bring to the role

Proven experience in complex complaints case management

Demonstrated ability to work as part of a team, appropriately prioritise competing tasks, problem-solve and manage time in a high-volume, regulated and fast-paced work environment

Well-developed ability to critically analyse information in a customer-facing role and distil the key topics, questions or concerns in a customer's or other stakeholder's correspondence

Extensive internal and external stakeholder management and negotiating skills

Demonstrated ability to prepare written correspondence appropriate for the audience

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) 6.2, 6.3, 6.4 and 6.6 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 29 October 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 Rebecca Lovick via [email protected]