Senior Investigation & Resolution Lead | Hybrid & Flexible Work

NSW Ombudsman; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Hybrid work

35-hour work week

Fitness passport

Close to public transport

Job summary

The NSW Ombudsman is seeking a Senior Investigation & Resolution Officer to lead complex complaint handling, conciliation and reporting in a dynamic environment at Sydney CBD. The role includes mentoring staff, driving case quality and contributing to systemic improvements to ensure fair outcomes for the public.

Flexible hybrid working options are available, with a 35-hour week and opportunities to advance within the Complaints and Resolution Branch. Experience in supervising teams is essential.

Qualifications

• Solid complaint handling experience.
• Resilience when reviewing challenging content.
• Excellent communicator, translates complex info for diverse audiences.
• Adept in interpreting and applying legislation, policy and best practice.

Responsibilities

• Manage complex complaints and resolve via conciliation and dispute resolution.
• Supervise, mentor and coach direct reports to build capability and performance.
• Provide timely advice on trends, systemic issues and complaint themes to senior staff.
• Produce high quality investigation reports and outcome documents.
• Contribute to reports and publications related to Ombudsman work.

Skills

Complaint handling

People leadership

Communication

Legislation interpretation

Training staff

Job description

The NSW Ombudsman is seeking a Senior Investigation & Resolution Officer to lead complex complaint handling, conciliation and reporting in a dynamic environment at Sydney CBD. The role includes mentoring staff, driving case quality and contributing to systemic improvements to ensure fair outcomes for the public.

Flexible hybrid working options are available, with a 35-hour week and opportunities to advance within the Complaints and Resolution Branch. Experience in supervising teams is essential.