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About the Role

This role leads and manages the Triage and Assessment Unit (TAU), responsible for triaging all complaints and enquiries received by Building Commission NSW. The TAU also assesses complaints to determine regulatory action. This role ensures complaints are handled efficiently and effectively, assisting consumers and improving the building sector.

Responsibilities

• Leading teams of complaint handlers in a high-volume and complex environment.
• Refine and maintain a risk-based compliance framework for the triage and assessment of all complaints.
• Provide robust advice and recommendations to senior executives on actions for serious non-compliance or regulatory issues.
• Identify and highlight trends and emerging compliance issues in the building sector.
• Make assessment decisions under delegation on compliance or regulatory issues.
• Maintain and update policies, procedures and controls to improve efficiency and effectiveness of the complaints function.
• Work collaboratively within the Complaints Directorate and across Building Commission NSW to deliver effective outcomes and contribute to a positive work culture.

Requirements

• Considerable experience managing regulatory compliance activities, ideally in a high-volume and complex complaint handling environment or similar.
• Effective, experienced, and results-oriented people leadership.
• Highly developed communication skills, including the ability to write, review, and produce high-quality reports and documentation in a timely manner.
• Act with the highest degree of integrity and professionalism.
• Ability and willingness to travel across NSW if required.
• Successful clearance and maintenance of pre-employment checks including a criminal record check, employment reference checks, and Australian Working Rights check.
• Successful clearance of medical capacity screening if required.

Skills

• Compliance expertise
• Regulatory knowledge
• People leadership
• Communication skills
• Report writing
• Policy development
• Risk management

Location

• Sydney
• Parramatta

Work Type

• Ongoing
• Full-time

Experience Level

• Clerk Grade 11/12
• Manager

Education Level

• Certificate IV in Government Investigations or equivalent experience

Salary/Compensations

• $154,231 base plus superannuation

Benefits

• Opportunity to lead a unit of complaint handlers
• Apply compliance expertise in a regulatory environment
• Contribute to the improvement of the building sector
• Work collaboratively to deliver effective outcomes
• Talent pool creation for future opportunities

About the Company

• A career at the Department of Customer Service (DCS) offers the chance to improve government services and drive reform benefiting NSW residents.
• DCS focuses on excellent customer service, digital transformation, and regulatory reform.
• Join DCS to influence the future of NSW.
• DCS fosters a diverse and inclusive workplace where employee contributions from various backgrounds and perspectives are valued.

Equal Opportunity

• DCS provides adjustments to the recruitment process for candidates, including individuals with disability.
• Information on adjustments available for the recruitment process is provided.