• Permanent, Full-time
• $97,099.24 per annum plus Superannuation
• Join the Community Health & Wellbeing team

Hume City Council is one of Australia’s fastest growing and culturally diverse councils. We put the customer and our community at the centre of all that we do, ensuring our services are efficient and accessible.

Quality and Compliance Officer role is to lead the development and ongoing implementation of all aspects of quality and compliance across the Aged and Disability Services unit, with a major focus on aged care.

What you’ll be doing:

• Advise and support coordinators in the development and implementation of effective and appropriate corrective strategies in response to less-than-optimal performance and outcomes data within the Department.
• Maintain a current and comprehensive awareness of quality and continuous improvement systems, and relevant accreditation standards as they apply to the Department.
• Monitor the implementation of council and departmental plans including the Quality and Continuous Improvement Plan within the Department.
• In conjunction with the leadership group oversee collection and reporting of quality and continuous improvement performance and outcomes data within the Department.
• Develop and utilise effective communication with the leadership team to ensure effective implementation of systems and processes.
• Communicate and ensure that the department coordinators have a clear understanding of the mandatory compliance and auditing processes.
• In collaboration with the department coordinators develop and maintain departmental Standard Operating Procedures.
• In collaboration with relevant staff, prepare self-assessment and applications for external accreditation.
• Provide direction and support in relation to the collection and collation of evidence to demonstrate compliance with relevant external standards and accreditation requirements.

The skills and experience you’ll bring to the role:

• Knowledge and understanding of Total Quality Management and its application within a service industry.
• Knowledge and experience in undertaking and managing audits.
• Ability to translate organisational strategies and plans into meaningful and practical implementation.
• Demonstrated ability to discuss and resolve conflict situations and complex problems.
• Demonstrated ability and experience in preparing and conducting presentations and training programs and facilitating and leading group discussion.
• Sound knowledge and practical application of the Quality and Continuous Improvement Systems, relevant Accreditation Standards and associated regulations, and associated Regulations, relevant Codes of Practice and Australian Standards.
• Excellent written and oral communication skills and the ability to gain co-operation of and communicate effectively with people from diverse backgrounds and cultures.

Required Certifications & Qualifications: 

• Tertiary qualifications in Quality and Continuous Improvement Systems, health, or a management discipline or similar or lesser formal qualifications with significant experience in a related field.
• Current driver’s licence.

Why Hume City Council?

A leader in local government, we’re committed to creating an inclusive and collaborative work environment that is guided by our values:

We’re better, every day: We give things a go and value progress over perfection. We have permission to go for it and are expected to reflect and learn.

We’re in it together: At Hume, everyone matters. We Welcome and include all. Respect and safety are expected.

We show up: We empower and trust others and own our work. We rise to the challenges and are expected to do what we say we will.

All for Hume: We strive to achieve our best for the Hume Community. We are proud and passionate about working towards better outcomes and expect they are at the centre of everything we do.

We offer a competitive salary package, professional development opportunities, and a supportive work environment.

A child safe organisation and an equal opportunity employer. Council encourages people of all ages, people with disability, Aboriginal and Torres Strait Islander people and people from culturally diverse backgrounds to apply.

All candidates will be required to undertake background and probity checks including Reference Checks, Working with Children Check, and a Criminal Record Check. #LI-Hybrid

About the opportunity

Join our Xplor Education Vertical as Onboarding Specialist in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into the Onboarding Team Lead, you’ll help new customers get their business optimally set up on the platform, trained on its use, and ensuring their journey is as easy and simple as possible. Some of the other responsibilities you’ll have:

• Manage post-sales process for customers using strong product knowledge, relationship-building, and project management skills 
• Act as a trusted advisor for new and existing customers by guiding them through the implementation and adoption of the full Xplor product suite 
• Collaborate with the Account Executives (Sales) during the customer’s transition to the post-sales team 
• Ensure a smooth transition from Onboarding to Support once the service is live. 
• Work with the data team to migrate data across from other systems during the initial onboarding 
• Project management of the customer's schedule and onboarding timeline according to launch 
• Provide technical guidance to help customers use the system successfully 
• Provide customer training through the onboarding process and maintain training documentation  
• Proactive outreach to assigned customers regarding any known product issues or updates 

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

As a Dispute Resolution Specialist, you will play a central role in how we consider and resolve complaints. You will: 

• Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
• Work with consumers and financial firms to gather information and understand the core issues
• Apply a sound understanding of the AFCA complaint resolution criteria including relevant legal principles, applicable industry codes or guidance, good industry practice and previous AFCA decision to resolve financial complaints fairly and efficiently
• Utilise alternative dispute resolution methods to help parties resolves complaints by negotiation
• Investigate complaints that cannot be resolved by negotiation and produce preliminary assessments and draft decisions in Plain English.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance

As a Senior Dispute Resolution Specialist in General Insurance, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints. Working alongside a dedicated team, you will review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm. Your objective will be to impartially negotiate fair outcomes, ensuring that all parties involved in the general insurance industry are satisfied with the resolution.

In this role, you will have the opportunity to:

• Review and investigate complaints from consumers and small businesses
• Gather information and understand the core issues of the complaints
• Determine key issues and gather further information from complainants and third parties
• Apply AFCA complaint resolution criteria and relevant legal principles to resolve complaints fairly and efficiently
• Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service.

The kind of complaints you would review will be across:

• Domestic Insurance such as home and contents for car insurance
• Travel or ticket insurance
• Pet insurance
• Sickness or accident insurance
• Strata title insurance
• Small business insurances including farm insurance