Director Complaints

Overview The Victorian Ombudsman (VO) provides an independent, accessible and impartial service to the Victorian community. Guided by the Ombudsman Act 1973 (Vic), the VO's purpose is to improve public administration, uphold fairness in government decision‑making, and promote outcomes that respect human rights. Each year, thousands of Victorians seek support from the VO to resolve concerns about public sector services, making the Complaints function the organisation's most visible and community‑facing area.

Responsibilities

Lead a high‑impact, high‑volume public service function improving fairness for all Victorians

Drive system‑wide improvement across public administration

Shape culture, service excellence and community trust

Reporting to the Deputy Ombudsman, Operations, the Director, Complaints leads a team of approximately 40 staff responsible for receiving, assessing and resolving more than 18,000 complaints annually. As a member of the senior leadership team, the Director plays a critical role in shaping the VO's strategic direction, its service culture and its impact on public administration. You will drive continuous improvement in complaints handling, identify systemic issues, enhance access to justice, particularly for marginalised communities, and strengthen the VO's relationships across government, integrity bodies and community stakeholders.

Qualifications To be considered for this role, you will bring senior leadership experience in environments that advance access to justice, blending expertise in service delivery and complaints handling with a service model that upholds people's rights - particularly for those who face systemic disadvantage or experience marginalisation. A proven track record in organisational change, people leadership, stakeholder engagement and improving public administration is essential. Strong analytical capability, sound judgement and a commitment to human rights will underpin your success.

Application Process To apply, please click 'apply now' and upload your CV and Cover Letter. For any questions not outlined in the PD and for a confidential discussion, please contact

Natasha Diamond

on

0412 822 348

or

Alex Mummé

on

0474 434 868 .

Equal Employment Opportunity Davidson acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.

Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.

Application Deadline Applications close on Wednesday 21st January 2026 at 11.55pm.

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