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About the Role

This role leads teams responsible for triaging and assessing complaints and enquiries received by Building Commission NSW, determining appropriate regulatory action. The teams ensure efficient and effective handling of complaints, assisting consumers and contributing to the improvement of the building sector.

Responsibilities

• Leading teams of complaint handlers in a high-volume and complex environment.
• Mentoring, developing, and supporting team leaders and staff.
• Identifying and highlighting trends and emerging compliance issues in the building sector.
• Making assessment decisions under delegation on compliance or regulatory issues.
• Working closely with the Manager Compliance to maintain and update policies, procedures, and other controls to improve the efficiency and effectiveness of the complaints function.
• Working collaboratively in the Complaints Directorate and across Building Commission NSW to deliver effective outcomes and contribute to a positive work culture.

Requirements

• Experienced in carrying out and leading regulatory compliance activities, ideally in a high-volume and complex complaint handling environment or similar.
• An effective, experienced, and results-oriented people leader.
• Well-developed communication skills, including the ability to write, review, and produce high-quality reports and other documentation in a timely manner.
• Act with the highest degree of integrity and professionalism.
• Ability and willingness to travel across NSW if required.
• Must successfully clear and maintain pre-employment checks including a criminal record check, employment reference checks, and Australian Working Rights check.
• Must successfully clear and maintain medical capacity screening if required.

Skills

• Compliance expertise
• Regulatory knowledge
• People leadership
• Communication skills
• Report writing
• Policy and procedure development

Location

• Sydney or Parramatta

Work Type

• Full time

Experience Level

• Senior
• Clerk Grade 9/10

Education Level

• Certificate IV in Government Investigations or equivalent experience

Salary/Compensations

• $133,348 base plus superannuation

About the Company

• A career at the Department of Customer Service (DCS) offers the opportunity to help improve government services and be part of reform that benefits people across NSW.
• DCS is focused on delivering excellent customer service, digital transformation, and regulatory reform.
• DCS fosters a diverse and inclusive workplace where the strength of the workforce lies in its diversity and embracing difference.
• The success of DCS relies on leveraging the contributions of employees with different backgrounds and perspectives.

Equal Opportunity

• We provide adjustments to the recruitment process for candidates, including individuals with disability.
• If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.