Dispute Resolution Officer

at  Department of Government Services

JOB DESCRIPTION

Location: Melbourne | CBD
Job type: Full time / Ongoing
Organisation: Department of Government Services
Salary: $95,102 - $107,905
Occupation: Customer Service/Call Centre
Reference: VG/1842343

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.

KEY ACCOUNTABILITIES INCLUDE

• Using legislation and business rules undertake an initial assessment of a dispute to determine jurisdiction and suitability for conciliation.
• Provide high quality case management and specialist advice, assisting parties to improve communication, clarify issues and explore potential solutions and find mutually acceptable outcomes.
• Communicate with clients in a timely manner and in line with DBDRV’s service expectations and performance objectives.
• Determine the appropriate action for cases by considering necessary dispute resolution or other strategies to resolve the dispute including the need for technical assessment to be undertaken.

ABOUT THE ROLE

Part of the Consumer Affairs and Local Government group, Domestic Building Dispute Resolution Victoria is a frontline, client-facing dispute resolution service.
Working as part of a team and reporting to a Lead Officer in the Client Services group, the Dispute Resolution Officer will work with parties to a dispute, including homeowners and building practitioners, to facilitate the resolution of a range of domestic building disputes under the Domestic Building Contracts Act 1995.
There are two ongoing positions available. The work location for these positions is Melbourne CBD with hybrid work arrangements including a minimum of three office-based days per week.

To be considered for the role, you must be able to demonstrate:

• Experience in working with legislation.
• Demonstrated ability to provide expert advice in a dispute resolution setting.
• Experience in dispute resolution techniques, including in the assessment of disputes, case management, and facilitative settlement.
• National Mediator Accreditation is desirable