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Senior Resolutions Advisor (VPSG5.1)

Job posted: 15/02/2021
Applications close: 01/03/2021 (Midnight)
2 days remaining

2 days remaining

Job Description

Location: Melbourne | CBD

Job type: Full time

Organisation: Office of the Legal Services Commissioner

Salary: $101,120 - $111,734

Occupation: Legal

Reference: VG/LSC305

Reference: VG/LSC305

Occupation: Legal

Salary Range: $101,120 - $111,734

Work location: Melbourne | CBD

The Victorian Legal Services Board and Commissioner (VLSB+C) is the regulator of the legal profession in Victoria. We are responsible for regulating lawyers through the granting of licences as well as investigating and acting on enquiries and complaints from the public. As a modern regulator, we are committed to educating lawyers about current and emerging issues to drive innovation, compliance and harm reduction, and improving the public’s understanding of the legal sector to ensure all Victorians have access to effective and high-quality justice. Our people are passionate about maintaining and protecting the rule of law by ensuring the integrity of the legal profession.

About the Position

The position will work in the complaints and resolutions team and report to the Manager Complaints & Resolutions. This role is primarily responsible for handling enquiries received by consumers and lawyers and resolving consumer matter complaints through the use of ADR methods.

Other responsibilities will include:

  • Apply expert knowledge to deal with second tier consumer matter complaints and lawyer enquiries, particularly to achieve early closures and resolutions, liaising with relevant parties as required
  • Resolve consumer matter complaints between consumers and lawyers using various alternative dispute resolution methods, including shuttle mediation, face to face discussions with parties, and corresponding with parties electronically and in writing
  • Provide specialist guidance and advice based on VLSBC's policies, procedures, guidelines and relevant legislation
  • Draft and finalise settlement agreements as part of the complaints process where consumer complaints resolve by way of informal dispute resolution processes.  Where matters do not resolve, prepare documentation to form the basis for decisions in complaint matters together with an analysis of key concerns

About You

  • Substantial experience in a dispute or complaint management environment
  • A high level of understanding of how to interpret and apply legislation
  • A good understanding of the operation of legal practice and of the complaints provisions relating to the regulation of legal practitioners and legal practices in Victoria.

Culture and benefits

At VLSB+C we value our employees, and we offer a professional and friendly environment that focusses on delivering high-quality services.  We are driven by our culture and values, which underpin the work we do: we value relationships; we are professional; we adapt; we are courageous and authentic and we collaborate.

Our employees have access to a range of benefits, including:

  • competitive remuneration
  • an environment that genuinely supports work-life balance with attractive leave options and flexible working arrangements
  • a calendar of wellbeing programs
  • extensive learning and development opportunities

The Application Process

When submitting your application, please attach your CV and responses to the key selection criteria questions in the Job Application form (MANDATORY).  Individual responses to “key selection criteria” listed on the Position Description are not required.  Attachments can be uploaded in either Microsoft Word or PDF format. Employment of successful candidates will be subject to a National Police Check.  

For all enquiries regarding this position, please contact Annette Monforte (03) 9679 8162 

The Victorian Legal Services Board and Commissioner (VLSB+C) is committed to Equal Employment Opportunity, ethical practice, and the principles of Cultural Diversity and social inclusion.We continually seek to attract and retain a diverse workforce which includes people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities and cultures including people of Aboriginal and Torres Strait Islander heritage.