Escalations Officer
Core
Evaluate and respond to consumer complaints and rental increase requests for Consumer Affairs Victoria (CAV), providing dispute assistance and enforcing compliance with relevant legislation.
Role type
Senior IC compliance and dispute resolution officer
Builds
Efficient resolution of consumer complaints and regulatory compliance actions
Domain
Public sector / Consumer protection / Regulatory compliance
Deliverable
client delivery
Required skills
Case management, legislative knowledge, dispute resolution, intelligence analysis, stakeholder liaison, risk identification, correspondence drafting, priority management
Preferred skills
Regulatory or enforcement environment experience, knowledge of compliance frameworks, ability to learn new systems quickly
Responsibilities
Evaluate and respond to written consumer complaints and rental increase requests; contact parties by phone to initiate resolution; liaise with internal teams and external agencies to share intelligence and action compliance issues; prepare correspondence to consumers and businesses; identify systemic risks and emerging issues; support frontline functions by answering inbound calls when business demands require.
Seniority
Mid-level, hands-on IC