Director, Resolution, Review and Engagement

NSW Government; Sydney; On-site; AUD 180,000 - 210,000; Full time

Job summary

NSW Government in Sydney is seeking an experienced Director Resolution, Review and Engagement to lead the front-line resolution service, public engagement functions of the Commission, and the conduct of statutory reviews of assessment decisions.

As part of the Executive leadership team, you will work collaboratively across the organisation to promote a ‘whole of Commission’ and customer-centric approach throughout all stages of managing complaints.

Qualifications

• Record of executive level leadership and achievement in organisational development and change management.
• Experience in improving operational outcomes and processes in a high volume, multidisciplinary environment.
• Strong knowledge of contemporary approaches to customer-focused complaints handling and risk-based decision making in a regulatory context.

Responsibilities

• Lead delivery of front-line resolution service and public engagement functions of the Commission.
• Promote a whole-of-Commission, customer-centric approach across all stages of managing complaints.
• Deliver effective resolution of complaints through assisted resolution services and formal conciliation.
• Ensure formal reviews of decisions are thorough and inform continuous improvement.

Skills

Executive leadership

Change management

Operational improvement

Customer-focused complaints handling

Job description

For further information please review the Role Description.

Key responsibilities

• As Director Resolution, Review and Engagement you will lead delivery of the front‑line resolution service, and public engagement functions of the Commission, and the conduct of statutory reviews of assessment decisions.
• As part of the Executive leadership team, you will work collaboratively across the organisation to promote a ‘whole of Commission’ and customer‑centric approach throughout all stages of managing complaints.
• Leading the delivery of the effective resolution of complaints through assisted resolution services and formal conciliation.
• Ensure the formal review of decisions requested by complainants are undertaken thoroughly and sensitively and inform continuous improvement.

What you need

• A record of executive level leadership and achievement in organisational development and change management.
• Experience in improving operational outcomes and processes in a high volume, multidisciplinary environment.
• Strong knowledge and experience of contemporary approaches to customer‑focused complaints handling and risk‑based decision making in a regulatory context.