Complaints and Integrity Manager

Motorcycling NSW; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Motorcycling NSW is seeking a Complaints and Integrity Manager to lead review and improvement of its safeguarding and integrity systems across NSW and the ACT. The role is a full-time 24-month fixed-term, reporting to the CEO, with no direct reports.

You will implement an approved case-management platform, manage data migration, access controls, testing, training, and ongoing administration, while coordinating sensitive matters and building safeguarding capacity across clubs.

Qualifications

• Experience reviewing or implementing safeguarding frameworks in sport or not-for-profit.
• Knowledge of procedural fairness and confidential case coordination.
• Ability to handle sensitive matters calmly with sound judgment.
• Strong report-writing and policy development skills.
• Interpersonal skills to work with boards, clubs, and external advisers.
• Ability to implement digital case-management platforms.

Responsibilities

• Lead review and improvement of complaints and safeguarding systems.
• Implement a complaints and integrity case-management platform.
• Coordinate sensitive matters through approved pathways and report to CEO.
• Build safeguarding capability across the club network.
• Provide advice and reporting to Board subcommittees.

Skills

Integrity program reviews

Policy development

Stakeholder engagement

Governance

Digital case-management

Training delivery

Working with Children Check

Travel readiness

Calm, impartial judgment

Education

Qualifications in complaints handling or safeguarding

Dispute resolution or integrity training

Tools

Rely

SharePoint

Microsoft 365

Job description

• Support fair, safe, and consistent integrity and member protection practices across motorcycle sport in NSW and the ACT.
• Deliver defined integrity, complaints, member protection, and safeguarding priorites under the 2026–2028 Strategic Plan.
• Strengthen complaints handling, safeguarding, and club capability.

About Motorcycling NSW

Motorcycling NSW (MNSW) is the recognised governing body for motorcycle sport and recreation across NSW and the ACT, supporting more than 25,000 participants annually through 90 affiliated clubs. MNSW governs nine competitive disciplines including Motocross, Road Race, Enduro, Dirt Track, Speedway, Supermoto, Minikhana, Trial, and Historic Road Race.

Working in partnership with Motorcycling Australia, MNSW aligns its strategic priorities with the national Ride Well Strategy, ensuring strong participation growth, integrity, governance excellence, and performance pathway alignment.

Complaints and Integrity Manager

The Complaints and Integrity Manager is a full-time, 24-month fixed-term position reporting to the Chief Executive Officer. This is a senior individual-contributor role with no direct reports.

The role leads MNSW’s review and improvement of its complaints, grievance, disciplinary, member protection and child safeguarding systems. Working with Motorcycling Australia and affiliated clubs, the position will contribute to the development and implementation of a practical and nationally aligned operating framework with clear jurisdiction, referral, and escalation pathways.

A primary deliverable of the contract will be the implementation and embedding of an approved complaints and integrity case-management platform. The role will lead workflow design, data migration, access controls, user testing, training, adoption, reporting, and ongoing platform administration.

The position will also coordinate sensitive complaints and integrity matters through approved pathways, provide advice and reporting to the CEO and relevant Board subcommittees, and build complaints-handling and safeguarding capability across the club network.

Selection Criteria

• Demonstrated experience reviewing, improving, or implementing complaints-handling, integrity, disciplinary, member protection or safeguarding frameworks within sport, a member-based organisation, not-for-profit, regulatory environment, or comparable setting.
• Sound working knowledge of procedural fairness, confidential case coordination, complaint triage, disciplinary frameworks and appropriate referral or escalation pathways.
• Proven ability to manage sensitive, confidential, and complex matters calmly and impartially, exercise sound judgement and provide clear, evidence-based advice.
• High-level written, analytical, and report-writing skills, including the ability to prepare policies, procedures, decision trees, correspondence, Board papers, and evidence-based recommendations.
• Highly developed interpersonal and communication skills, with the ability to work constructively with Board members, staff, affiliated clubs, volunteers, governing bodies, government agencies, and external advisers.
• Strong organisation and project-management capability, including the ability to balance scheduled work with urgent complaints, integrity, and safeguarding matters.
• Demonstrated capability to implement or administer digital case-management or workflow systems, including requirements definition, workflow configuration, data migration, role-based access, user acceptance testing, training, vendor liaison, reporting, and secure recordkeeping.
• Capacity to obtain and maintain a current Working with Children Check and hold a current driver’s licence with capacity to travel within NSW.
• Relevant qualifications or professional development in complaints handling, investigations, law, dispute resolution, integrity, safeguarding, member protection or a related discipline.
• Experience working within a federated sporting structure, member-based organisation, or volunteer-supported environment.
• Experience implementing or administering a complaints, integrity, whistleblowing, or case-management platform.
• Experience developing and delivering practical complaints-handling, safeguarding or member protection training and resources.
• Experience working with national sporting organisations, state sporting bodies, clubs, or external integrity bodies.
• Knowledge of the National Integrity Framework and the broader Australian sport integrity environment.
• Experience with Rely, SharePoint, Microsoft 365 or comparable case-management, workflow, and reporting platforms.

Location, Travel & Hours

• Based at Sports House, Sydney Olympic Park
• Travel throughout metropolitan and regional NSW will be required from time to time to attend various meetings, programs, activities, and events. This may be during the week or on weekends.
• Flexible working arrangements available.

Remuneration

An attractive and competitive remuneration package will be available to the successful candidate, negotiable depending upon skill level and experiences.

Working Rights

To be considered for this position, candidates must be an Australian citizen, permanent resident, or have unrestricted working rights in Australia.