Complaints Resolution Specialist — Hybrid

NSW Ombudsman; Sydney; Hybrid; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Hybrid work options

35-hour work week

Close to Town Hall

Job summary

The NSW Ombudsman is seeking a Complaints Officer in Sydney CBD with hybrid and flexible working options. The role handles complaints about NSW Government agencies, local councils and some community services, including intake via phone and electronic channels.

It requires empathy, strong communication, and sound analytical ability in a high-volume environment. The position offers a competitive salary, opportunities for advancement, and a supportive, inclusive team culture within the Complaints &

Responsibilities

• Manage a mix of matters received electronically and over the phone, determining next steps and providing relevant advice to complainants.
• Interact with complainants empathetically, handling material and situations that can be challenging.
• Apply the NSW Ombudsman’s guidance to assessment and handling of complaints.
• Analyse complex information to identify key issues, determine jurisdiction and prepare concise reasons for decisions.
• Work effectively in a high-volume environment, prioritising tasks and deadlines.
• Collaborate with team members and stakeholders to improve complaint handling processes.

Job description

The NSW Ombudsman is seeking a Complaints Officer in Sydney CBD with hybrid and flexible working options. The role handles complaints about NSW Government agencies, local councils and some community services, including intake via phone and electronic channels.

It requires empathy, strong communication, and sound analytical ability in a high-volume environment. The position offers a competitive salary, opportunities for advancement, and a supportive, inclusive team culture within the Complaints &