Victoria Bates
GUNN,NT
Summary
Experienced Resolution Officer with more than 18 years’ experience in complaint handling, management, and resolution. Experience in working with sometimes volatile or challenging behaviours from complainants, to help them reach an understanding of their issues of complaint and options open to them to resolve or address their specific concerns. I have many years’ experience in assessing and addressing complaints in an unbiased and impartial manner. I am naturally empathetic, enthusiastic, and easy going. I am not easily flustered or angered, however I am able to be firm in providing an outcome or response to complainants whether that response is favourable to them or not.
Overview
25
25
years of professional experience
Work History
Resolution Officer
Ombudsman for the Northern Territory
01.2006 - Current
- In my current role my duties are to receive and assess complaints from the general public in relation to the administrative actions of the Northern Territory Government Agencies
- This includes facilitating contact between the complainant and the department, as well as making recommendations to improve processes found to be deficient
- Duties include front line client service by phone, written communications, and face to face meetings; accurate data entry on Ombudsman’s Resolve database; letter/email writing providing outcomes to complainants, responses to agencies, facilitating referrals to appropriate agencies, making recommendations relating to NTG Agencies to improve processes found to be deficient; making decisions relating to accepting or declining complaints; interpreting relevant legislation; reviewing agency policies and practices to ensure they are in line with the appropriate legislation and guidelines.
Complaints and Communications Officer
Anti-Discrimination Commission of the Northern Territory
09.2023 - 12.2023
- Short term development opportunity engaging with complainants, respondents, and stakeholders regarding complaints and mediation
- Assessing complaints received to determine if they fall within the ADC jurisdiction under the Anti-Discrimination Act
- Facilitating national conferences.
Business Manager
Vocational Solutions
05.2004 - 01.2006
- General administration duties including phone duties, front counter reception, data entry, filing, invoicing, accounts receivable, ensuring maintenance of office equipment, managing petty cash.
Shop Assistant
Top End Camera Repairs
01.1999 - 03.2003
- General administration duties, data entry, customer service, providing quotes to customers, accounts receivable, phone enquiries, petty cash, packaging and sending fragile items through the post.
Skills
- Excellent written and verbal communication skills
- Solution driven
- Good record keeping and note taking skills
- Able to deescalate tense situations before the intensify
- Good interpersonal skills, both with general public, colleagues, and relevant stakeholders
- Confident public speaking
Courses Undertaken
- Punctuation unpacked 2023
- Unconscious Bias
- Cert IV in Training and Assessment 2011
- Cultural Awareness 2009
- Complaint handling 2006
Best Contact
0409 055 226
Work Contact
- 08 8999 1812
- 08 8999 1818
Work Email
Victoria.bates@nt.gov.au
Other Email
Victoria.bates@hotmail.com
Formal Education
Year 12 Completed – Casuarina Secondary College
Personal Information
Date of Birth: 11/06/73
References
- Karen Lamont, Senior Investigation Officer/Supervisor, 08 8999 1968
- Roxene Cahill, Assistant Ombudsman, 0428 823 672
- Julie Carlsen, former Deputy Ombudsman/Supervisor, 0401 118 834
Theatre
I enjoy live performance and participating in live theatre. I have been part of the Rural Amateur Theatre Society, and performed in 2 live shows (Rocky Horror, and Mystery on the Orient Express) and I have provided support with their production of Mama Mia. The society folded when the two directors left Darwin to pursue other interests with local communities.
I am a current member of Darwin Theatre Company Committee, and am looking forward to future productions.
Timeline
Complaints and Communications Officer
Anti-Discrimination Commission of the Northern Territory
09.2023 - 12.2023
Resolution Officer
Ombudsman for the Northern Territory
01.2006 - Current
Business Manager
Vocational Solutions
05.2004 - 01.2006
Shop Assistant
Top End Camera Repairs
01.1999 - 03.2003