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About the Role

Lead a high-performing team delivering complex complaint resolution across workers’ compensation and CTP schemes, where every decision counts. You will actively manage cases and lead the delivery of Level 2 and Level 3 complaint resolution services, guiding your team through escalated, sensitive and high-risk matters. Ensure decisions are fair and evidence-based, while supporting better outcomes for customers and the broader scheme.

Responsibilities

Lead and develop a team of complaint resolution specialists, building capability, resilience and a strong team culture
Provide expert direction on complaints and investigations at varying levels of complexity, including high-risk and sensitive matters
Oversee and assure quality complaint handling, ensuring procedural fairness, evidence integrity and high-quality outcomes
Deliver clear, authoritative advice to executives, senior leaders and oversight bodies
Use insights and data to identify risks, systemic issues and opportunities for improvement
Engage confidently with stakeholders across government, legal, regulatory and oversight environments
Role model values while shaping a positive, ethical and supportive team culture

Requirements

Demonstrated experience in complaints handling, investigations or dispute resolution in a complex or regulated environment
Strong knowledge of administrative law principles, procedural fairness and evidence-based decision-making
Proven ability to lead, coach and support teams, including in high-pressure environments
Exceptional communication skills, with the ability to translate complex issues clearly and influence outcomes
A commitment to continuous improvement, accountability and delivering results
Submit a current resume outlining qualifications, skills and employment history
Submit a cover letter (maximum 2 pages) demonstrating suitability for the role and providing examples of relevant skills, knowledge and experience
Clearly demonstrate how capabilities, knowledge and experience align with the responsibilities of the position

Skills

People leadership
Technical expertise
Complaint resolution
Investigations
Dispute resolution
Administrative law principles
Procedural fairness
Evidence-based decision-making
Team leadership
Coaching
Support
Communication
Continuous improvement
Accountability
Delivering results

Location

Darlinghurst, Sydney

Work Type

Full-time
Temporary

Experience Level

Senior
Experienced leader

Salary/Compensations

$133,348 base plus superannuation

Benefits

Meaningful work
Leadership impact
Professional growth
Values-driven environment

About the Company

The Independent Review Office (IRO) delivers complex complaint resolution across workers’ compensation and CTP schemes.
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW.
We are focused on delivering excellent customer service, digital transformation, and regulatory reform.
Come join us and influence the future of our great state.

Equal Opportunity

Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
We provide adjustments to the recruitment process for candidates, including individuals with disability.