Brian Carpenter
Altona,Australia
Summary
With a diverse employment history spanning multiple industries, I bring a wealth of experience to the table, particularly in the realms of dispute resolution, complaint handling, mediation, and customer service engagement. My leadership skills are well-honed, having served in managerial and team leader roles, where I thrive on inspiring others to reach their fullest potential. My passion lies in fostering excellence, and driving success within a team.
Overview
16
16
years of professional experience
Work History
Senior Infringements Officer (VPS 4)
Victorian Environment Protection Authority
10.2021 - Current
- Maintaining the same duties and responsibilities as the previous VPS 3 role, but with these added accountabilities:
- Supervise staff, leading and supporting the delivery of set organisational priorities, achieving high standards of performance, accountability, collaboration, ethics, and integrity; undertake program planning and reporting, and manage allocated resources and budget in accordance with organisational requirements; coach and support the development of your staff
- Working under the direction of the Team Leader, Infringements, deliver the statewide motor vehicle and litter infringement program, including post-issue infringement management; contribute to motor vehicle and waste roadside operations; support delivery of other statewide compliance programs as required.
- Contribute to the maintenance of EPA’s infringement management policies and procedures, ensuring compliance with all legislative and policy requirements; liaise with other parts of EPA in ensuring decisions on infringements are informed and risk based; maintain good records of decisions.
- Contribute to the conduct of inspections, investigations, and enforcement action by providing information on where potential breaches of environmental laws have occurred, including providing support for summary prosecutions and the Infringements Court, such as the preparation of prosecution briefs and other evidentiary matters. This also includes attending court as the informant for EPA.
- Managing disputes relating to the motor vehicle program, including providing responses to escalated matters and overseeing and training staff on dispute resolution.
- Comply with all legislative, policy and process obligations and requirements in the delivery of the infringements program, achieve the highest standards of performance, accountability, collaboration, ethics, and integrity.
- Contribute to the upskilling of regional operations teams and other parts of EPA including by providing training and technical advice.
- Collating and analysing infringements team data to identify trends, systemic issues and allocate resources effectively. This includes creating a team roster each week.
- Undertake administrative processes necessary for the effective achievement of regulatory outcomes and ensure that all Government and EPA policies and procedures, such as financial management, occupational health and safety, and conduct are complied with.
- Performing the duties of Acting Team Leader, when also required.
Infringements Officer (VPS 3)
Victorian Environmental Protection Authority
10.2018 - 10.2021
- The role is part of a team that administers the litter program including, assessing and processing reports, issuing infringements notices, reviewing disputes and post issue management of infringement notices. The infringements pertain to EPA’s litter, motor vehicle and environmental pollution programs.
- The role contains some responsibility for delivering project and continuous improvement work across the team
- Exercising regulatory powers confidently, independently and consistently in a high-volume fast-paced environment.
- Processing reports received from the public in accordance with legislative and regulatory requirements and following standard operating procedures and business rules in determining the outcome of reports.
- Resolving disputes submitted by notice recipients through consultation with witnesses, the defendants and other agencies and aiding the Summary Prosecutions Officer and Fines Victoria in the preparation of prosecution briefs and other evidentiary matters.
- Issuing infringement notices in accordance with legislative and regulatory requirements.
- Review and processing of financial matters relating to infringement notices such as payment plans, payments and payment reporting.
- Analysing comprehensive financial reports and preparing registrations of infringements to Fines Victoria.
- Following standard operating procedures and identifying improvements.
- Undertaking administrative tasks to support program delivery.
- Taking ownership of allocated tasks within the infringements program and working with the team to deliver agreed KPIs.
- Assisting the litter team by working on a call roster and taking a large volume of calls from notice recipients and reporters, responding via calls, letters and e-mails.
- Providing authoritative compliance advice and feedback to duty-holders and stakeholders.
- Contributing to the development and implementation of strategies and initiating and applying improvements to operational policies and procedures as required.
Investigation Officer (contract role)
Office of the Commonwealth Ombudsman
09.2017 - 09.2018
- Working as a key member of the VET Student Loans Ombudsman (VSLO), with the main responsibility being the timely resolution of simple, moderate and complex complaints in accordance with legislation, policy and Ombudsman complaint handling policies and procedures.
- Acceptance of initial complaints lodged.
- Managing all complaints from inception to recommendation, from liaising with the complainant to obtain information, to completing formal responses to relevant parties.
- Prepare investigation plans, investigation reports and correspondence to the Commonwealth Ombudsman standard.
- Acknowledging and addressing all communication and ensuring that complainants and relevant parties are kept informed of the status of their complaints.
- Identifying systemic/relevant issues from complaint investigations, with suggested solutions to a supervisor or Director.
- Prepare briefings on matters arising from investigations or specific policy/agency issues.
- Building and maintaining sound professional working relationships with providers, agency contacts and strategic team colleagues.
- Provide support and advice to fellow team members by peer review, quality assurance of peers' work, training and support.
- Clear and consist record keeping in data capturing system.
Regulatory Programs Officer (contract role)
Victorian Environment Protection Authority
02.2018 - 06.2018
- Employed to assist the Litter Team within the Regulatory Program Unit of the EPA. The Litter Team is responsible for the investigation, review and lodgement of reported litter infringements involving automobiles or other motor vehicles. The Vulnerable Infringement Project (VIP) formed most of my brief within the Litter Team.
- The implementation, coordination and completion of the VIP project.
- Prepare briefings and other updates to the EPA CEO, Board, Victorian Ombudsman and relevant stakeholders.
- Prepare correspondence to eligible notice recipients advising of their entitlement and steps necessary to process payment.
- Liaison with internal departments to provide project updates, data collection and resolution of any escalated matters, including enquiries from the public.
- Administration of public responses and the process of issuing and recording payments to eligible notice recipients.
- The maintenance of inbound correspondence to the team, including the processing of RTS and Fines Victoria notices, and providing the appropriate replies.
- The filing and maintenance of the written records held by the Litter Team.
- Building and maintaining sound professional working relationships with providers, agency contacts and strategic team colleagues.
Customer Relations Executive/Customer Relations Manager
ATG - APT Travel Group Pty Ltd
02.2016 - 08.2017
- Customer Relations Executive - is a key member of the Customer Relations team, whose main responsibility is to investigate and respond to consumer feedback (including complaints, suggestions and compliments). The role works directly with consumers, travel agents, internal departments and other areas of relevance in acknowledging and clarifying feedback, and ensuring that consumer concerns are addressed and satisfactorily responded to at an individual level.
- Customer Relations Manager - The position is responsible for the management of the Customer Relations Team. This includes ensuring all in the team satisfactory meets their Key Performance Indicators and providing assistance and guidance to those who have difficulties in doing so. This role also incorporates the position of Privacy Officer, whose responsibility is to ensure all service areas comply with ATG's obligations under the Privacy Act, reporting any breaches or possible breaches of the act, and implementing solutions to remedy the particular issue while also ensuring future similar breaches are prevented.
- Case Managing all complaints from inception to resolution, from liaising with relevant staff to obtain information, to completing formal responses to complainants within service level agreements.
- Acknowledging and addressing all feedback within agreed service levels, and ensures that consumers and relevant parties are kept informed of the status of their complaints and/or feedback.
- Minimising escalations as a result of first response.
- Minimising gratuitous expenditure to closed files.
- Maximising customer retention via vouchers and goodwill.
- Accurate filing and updating of Feedback Registry.
- Providing back up to the administration team when necessary.
- Production of change of itinerary letters, medical letters and waivers and escalated file responses.
- Face to face mediation with consumers wishing to meet in person.
- Accurately identifying key concerns for consumers, and clarifying requests and expectations.
- Maintaining accurate electronic records of cases within data capturing systems.
- Attending and actively participating in regular complaints review processes.
- Escalating through the Operations Manager all major concerns and identified risks.
- Acting as an organisational resource in the management of consumer feedback.
- Providing internal staff members with appropriate advice and guidance in the resolution of complaints and management of feedback, including early intervention.
- Providing internal staff members with timely and accurate information to facilitate responses to consumer feedback.
- Educating staff about the benefits of consumer feedback for service improvement, and providing examples of improvements.
- Participating in reviews and evaluation of Customer Relations' Team effectiveness.
Tennis Umpire & Referee
Tennis Australia/Association of Tennis Professionals
04.2014 - 02.2016
Consumer Response Case Manager
NBN Co Ltd (National Broadband Network)
03.2013 - 02.2014
Case Manager – Specialised Collections Services
National Australia Bank
10.2009 - 09.2012
Education
Graduate Diploma Conflict Resolution -
University of Queensland
08.2025
School of Media Studies -
Royal Melbourne Institute of Technology
Tier 2 Compliance of the FSRA and PS 146 -
Negotiators Toolkit and Mediation Training -
Peak Performance
Leadership and Mentoring Training -
Australian Institute of Management
Skills
- Microsoft Office Suite
- Data analysis and reporting
- Conflict resolution and mediation
- Leadership and training development
- Regulatory compliance
- Customer relationship management
- Project management
- Investigative skills
- Public speaking and presentation
- Team collaboration and building
- Cultural awareness
- In-court testifying
- Change management
- Typing proficiency (70 wpm)
- Lotus Notes and database scheduling
- Negotiation techniques
- Staff supervision
- Stakeholder engagement
- Building rapport
- Reliability
- Alternative dispute resolution
- Fairness Understanding
- Analytical thinking
- Active listening
References
References available upon request.
Timeline
Senior Infringements Officer (VPS 4)
Victorian Environment Protection Authority
10.2021 - Current
Infringements Officer (VPS 3)
Victorian Environmental Protection Authority
10.2018 - 10.2021
Regulatory Programs Officer (contract role)
Victorian Environment Protection Authority
02.2018 - 06.2018
Investigation Officer (contract role)
Office of the Commonwealth Ombudsman
09.2017 - 09.2018
Customer Relations Executive/Customer Relations Manager
ATG - APT Travel Group Pty Ltd
02.2016 - 08.2017
Tennis Umpire & Referee
Tennis Australia/Association of Tennis Professionals
04.2014 - 02.2016
Consumer Response Case Manager
NBN Co Ltd (National Broadband Network)
03.2013 - 02.2014
Case Manager – Specialised Collections Services
National Australia Bank
10.2009 - 09.2012
Graduate Diploma Conflict Resolution -
University of Queensland
School of Media Studies -
Royal Melbourne Institute of Technology
Tier 2 Compliance of the FSRA and PS 146 -
Negotiators Toolkit and Mediation Training -
Peak Performance
Leadership and Mentoring Training -
Australian Institute of Management
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