Senior Adviser, Quality and Risk

Government of South Australia; Adelaide; On-site; AUD 95,000 - 120,000; Full time

Benefits offered by this job

Leave arrangements

Hybrid work arrangement

Training and career development

Job summary

Department of State Development in Adelaide is seeking a Senior Adviser to lead and coordinate complaint handling, mediation and advocacy services for a diverse stakeholder base including apprentices, trainees, employers and education providers.

You will manage escalated disputes, ensure timely resolutions, and provide high-quality guidance while aligning with SAS Act requirements. The role offers a full-time, ongoing basis with a hybrid work arrangement.

Qualifications

• Essential: a relevant tertiary qualification or equivalent experience in a relevant field.
• Experience leading and delivering complaint handling, mediation and advocacy services.
• Proven ability to lead, supervise and develop staff and build a high-performing team.
• Strong written and verbal communication skills with diverse stakeholders.

Responsibilities

• Provide strategic leadership and coordinate complaint handling, mediation and advocacy services.
• Oversee daily operations and service performance.
• Manage escalated, complex complaints and disputes, including case management.
• Accurately interpret and apply legislation, standards and policies to support resolution.
• Advise apprentices/trainees and employers on grievances to SAET and liaise with relevant jurisdictions.

Skills

Dispute resolution

Leadership

Communication

Policy interpretation

Education

Tertiary qualification (relevant field)

Job description

Department of State Development
Job reference: 864246
Location: 5000 - ADELAIDE
Job status: Ongoing
Eligibility: Open to Everyone

Aboutus:

The Department of State Development is the South AustralianGovernment’s lead economic development agency.

Our mission is to drive sustainable economic growth in SouthAustralia by increasing industrial and workforce capability,capacity, collaboration and resilience. We take pride in hiring theright people for the right jobs and offer an attractive, flexibleworkplace.

For more information about our agency, please visit:

The South Australian Skills Commission (the Commission) is astatutory authority established under the South AustralianSkills Act 2008 (SAS Act).

The Commission regulates the state's apprenticeship andtraineeship system and advises the Minister for Education, Trainingand Skills on the quality and performance of Vocational Educationand Training (VET) and Adult Community Education (ACE) in SouthAustralia. As part of its role, the Commission provides complainthandling and dispute resolution services for apprentices, trainees,employers and VET students, including international students. TheCommission has established ten Industry Skills Councils thatsupport its ministerial advisory role and other legislatedfunctions under the SAS Act, and to act as key points of industryengagement across government.e

The Senior Adviser plays a key role in leading and ensuring theeffective delivery of complaints handling, mediation and advocacyservices as defined by the SAS Act, Division 2 s19(d)Functions of the Commission. The role provides impartial andconfidential complaint handling, mediation, advocacy and referralservices to a diverse range of stakeholders, including apprentices,trainees, employers, education and training providers,international students and, where appropriate, parents orguardians.

The Senior Adviser manages escalated, complex or sensitivecomplaints and disputes, facilitates negotiation or mediationbetween parties, and provides advocacy and procedural support inproceedings before the South Australian Employment Tribunal(SAET).

As a Senior Adviser, you will:

• Provide strategic leadership and coordinate the provisionof the Commission’s complaint handling, mediation and advocacyservices, including oversight of daily operations and serviceperformance.
• Conduct dispute resolution processes in accordance withSkills Standard 12: Complaint Handling, Mediation and Advocacyincluding for complex matters, ensuring compliance withrelevant policies and procedures.
• Undertake end-to-end case management of complaints anddisputes involving apprentices, trainees, employers, trainingand education providers and students, ensuring timelyresolution and compliance with Information PrivacyPrinciples.
• Accurately interpret and apply relevant legislation,standards, practices, policies, procedures and guidelines toassess matters, determine appropriate action and support theresolution of complaints and disputes.
• Provide high-quality advice, support and advocacy servicesfor apprentices/trainees and employers who are a party to atraining contract in relation to a grievance/dispute lodgedwith the SAET, and refer clients to, or liaise with, relevantjurisdictions, government agencies, statutory bodies andindustry groups, as appropriate.

To apply and succeed in the role, you will have:

• Demonstrated ability to interpret and apply legislation,regulations, standards, policies and procedures relevant tocomplaint handling, mediation and advocacy services.
• Demonstrated experience conducting and managing complainthandling, mediation, advocacy and dispute resolution processesinvolving complex, sensitive or high-risk matters, includingcase management and service delivery oversight.
• Proven ability to lead, supervise and develop staff,including providing coaching, mentoring and support tofacilitate the delivery of high-quality, client-focusedservices and build a positive, accountable and high-performingteam culture.
• Proven high level written and verbal communication skills,including the ability to provide complex and sensitive adviceand information to a diverse range of stakeholders.

Remuneration:

Competitive salary of ASO6 plus superannuation.

Bringing your talent to the Department of State Development willsee you rewarded with a wide variety of benefits such as:

• A variety of leave arrangements
• Work-life balance with a flexible hybrid workarrangement
• Access to great, customised training and career developmentopportunities

Qualifications:

• Essential: A relevant tertiaryqualification or equivalent experience in a relevantfield.

Special Conditions:

• The role will be offered full-time (1.0 FTE) ongoingbasis.
• Satisfactory Department of Human Services Criminal HistoryCheck or National Police Check (NPC) and Working withChildren’s Check (WWCC) required prior to employment.

Enquiries:

For confidential enquiries / further information about the role,please contactSandy Zuiani, Manager, Quality and Risk [e-mail]

Flexibility Statement

The South Australian public sector promotes diversity and flexible ways of working including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.