Investigation and Resolution Officer

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

Pursuing Fairness for the people of NSW!

Vacancy: Investigation and Resolution Officer, Clerk Grade 7/8 – Complaints Resolution Branch
Location: Sydney CBD with hybrid and flexible working options.
Employment: Ongoing or Temporary. A talent pool may be created from this recruitment to be used across work streams within the NSW Ombudsman
Salary Range: Up to $146,977. Package includes salary ($116,981 – 129,492), employer's contribution to superannuation and annual leave loading.

About the NSW Ombudsman

Government agencies touch and impact the lives of the people of NSW every day, and we are there to make sure those interactions are fair. Government is complex and people need to have confidence that someone is holding government agencies to account if their actions are unreasonable, wrong or unlawful.

We are that someone. We are the organisation that shines a light on serious wrong conduct in the delivery of government services. Our ultimate goal is that everyone receives the right services and fair treatment from the agencies we oversight.

Our scope is broad. We cover services for vulnerable families, including the delivery of community services funded by government; local councils; correctional and youth justice centres; education; environment protection and public transport – to name a few!

We work to help resolve problems at an individual level, as well as looking at the bigger picture to promote system improvements in public administration and in the delivery of community services. We are confident in the knowledge that our work will give voice to the individual and bring fairness and balance to how the government delivers to the public it serves.

We are committed to providing a range of career development opportunities. We aim to guide and help our people with the skills they need to lead our organisation and give the most impact to what they do.

The Role

The Investigation & Resolution Officer (IRO), Grade 7/8, in the Complaints and Resolution Branch, involves managing a caseload of complaints, including urgent and complex matters.This involves making an assessment to determine whether a case should be investigated or resolved through alternative dispute resolution methods, such as conciliation.

The IRO engages with complainants and agencies to gather necessary information, evaluate the information and ensure timely submission of correspondence for supervisor approval. The IRO has a role in determining trends and while there is no direct supervisory role, there is the capacity to help guide and assist more junior, Complaints Officer staff as required.

A talent pool may be created to fill future vacancies across complaint workstreams which may include:

• Custodial and Community Corrections
• Housing, Health and Tertiary Education
• Community Services, Guardianship and School Education
• Public Administration
• Local Government and Environment
• Business Improvement

More information about the work of our streams can be found in our annual reports: NSW Ombudsman | Office Annual Reports.

About you

• Demonstrated experience in complaint handling or in similar customer-facing resolution role/s.
• Excellent communication skills, including the ability to communicate well with our diverse stakeholders, and to prepare complex correspondence and reports.
• An understanding of the statutory functions and work of the Ombudsman.
• Experience analysing complex matters to distil the relevant issues, and the ability to objectively assess and scrutinise responses to inquiries from subject agencies.
• Demonstrated ability to work independently and as part of a team.
• You have demonstrated capacity to work in a way that respects the range of lived experience and vulnerability within our community.
• Some streams may have additional requirements, such as a working with children check and/or willingness to travel for outreach or correctional centre visits.

What can we offer?

• Competitive salary and future growth opportunities within NSW Ombudsman
• Flexibility and the capacity to work in a hybrid way
• Work life balance with a 35-hour work week
• Close to public transport - office is adjacent to Town Hall Train Station
• Great team environment and culture
• Fitness Passport

Employment at the NSW Ombudsman is subject to the satisfactory completion of security and related vetting including, in part, a criminal records check; signed understanding and acceptance of a range of policies; two statutory declarations relating to conflicts of interest, arrests, charges, convictions and a health declaration.

The NSW Ombudsman promotes a diverse workforce that is representative of the communities we serve. We particularly encourage applications from Aboriginal people, people from culturally and linguistically diverse communities, LGBTIQ+ people and people of all genders, and people with disability. We support flexibility and all roles advertised on a full-time basis may be considered for part-time employment.

Inquiries can be directed to Recruitment team via ***********@ombo.nsw.gov.au

We provide adjustments including alternative formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternative formats) or have an enquiry about the support provided, please contact Sheena on 02 9127 7*** or ***********@ombo.nsw.gov.au.

The NSW Ombudsman has achieved Disability Confident Recruiter status, awarded by the Australian Disability Network. We are committed to continuing this journey through inclusive recruitment practices to ensure candidates have a positive experience in every step of the recruitment process.

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