Fairness Investigator & Resolution Officer – Hybrid

NSW Ombudsman; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Hybrid work

35-hour work week

Fitness Passport

Job summary

NSW Ombudsman invites applications for an Investigation and Resolution Officer, Clerk Grade 7/8, in the Complaints Resolution Branch. The role involves managing a caseload of complaints, including urgent matters, and deciding on investigation or alternative dispute resolution pathways.

You will engage with complainants and agencies, gather information, and prepare timely submissions for review. The position offers hybrid work options in Sydney CBD, ongoing or temporary employment, and a

Qualifications

• Experience in complaint handling or similar customer-facing resolution roles.
• Excellent communication skills with diverse stakeholders.
• Understanding of statutory functions and work of the Ombudsman.
• Ability to analyse complex matters and distil relevant issues.
• Ability to work independently and as part of a team.
• Sensitivity to diverse lived experiences and vulnerability in the community.

Responsibilities

• Manage a caseload of complaints, including urgent and complex matters.
• Engage with complainants and agencies to gather information and prepare submissions for supervisor approval.

Skills

Complaint handling

Customer-facing communication

Analytical reasoning

Stakeholder engagement

Independent work

Team collaboration

Job description

NSW Ombudsman invites applications for an Investigation and Resolution Officer, Clerk Grade 7/8, in the Complaints Resolution Branch. The role involves managing a caseload of complaints, including urgent matters, and deciding on investigation or alternative dispute resolution pathways.

You will engage with complainants and agencies, gather information, and prepare timely submissions for review. The position offers hybrid work options in Sydney CBD, ongoing or temporary employment, and a