THE ROLE
The Project Enquiries and Performance Coordinator is responsible for managing the single front door for enquiries relating to Homes Victoria delivery and relocation projects. The role implements and maintains robust enquiries, complaints and customer relationship management processes to ensure matters are received, recorded and responded to in line with policy and service standards.
The position oversees the day-to-day coordination of enquiry workflows, including triaging, logging and tracking matters, and works across internal teams and external partners to support timely, accurate responses. The Coordinator also contributes directly to resolving enquiries and complaints where required and supports consistent application of processes across projects and programs.
In addition, the role produces regular reporting and insights on enquiry trends to inform project teams and leadership and provides coordination support for government correspondence when needed.
ACCOUNTABILITIES INCLUDE
- Enquiries and complaints coordination: Manage the intake, triage, logging and tracking of enquiries and complaints, ensuring matters are handled in line with policy, service standards and agreed timeframes.
- Workflow and process management: Coordinate workflows across internal teams and external partners to support timely responses, maintain clear accountability and ensure consistent application of processes.
- Direct issue resolution: Contribute to responding to enquiries and complaints, including drafting responses and liaising with subject matter experts to ensure accurate and clear information is provided.
Please open the position description to read more.
HOW TO APPLY
Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.
For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)
Please apply to submit your interest in this position.
