Senior Investigation & Resolution Officer

NSW Ombudsman; Sydney; Hybrid; AUD 133,000 - 167,000; Full time

Benefits offered by this job

Fitness passport

Hybrid work option

Close to Town Hall Station

Job summary

NSW Ombudsman is seeking a Senior Investigation & Resolution Officer to manage complex complaints, mentor staff, and provide expert advice on trends and systemic issues. Based in Sydney CBD with hybrid and flexible working options, this ongoing/temporary role offers a clear path to leadership within a dedicated complaints and resolution environment.

The role requires strong communication, legislative interpretation, and the ability to translate complex information for diverse audiences,

Responsibilities

• Manage complex complaints and resolve them through conciliation and dispute resolution methods.
• Provide timely advice to staff on trends, systemic issues, and common complaint themes.
• Produce high-quality investigation reports and complaint outcome documents.

Job description

Senior Investigation & Resolution Officer

Vacancy: Senior Investigation & Resolution Officer, Clerk Grade 9/10 – Complaints and 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 $166,786. Package includes salary ($133,348- $146,945), 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 Senior Investigation & Resolution Officer (SIRO) manages complex complaints, resolves complaints through conciliation and other dispute resolution methodologies, and communicates with influence. The person in this role will be a strong people manager who supervises, mentors, and coaches their direct reports to build their capability and performance. The SIRO provides timely advice to senior and other relevant staff on trends, systemic issues, matters of concern, and common complaint themes.

The SIRO liaises with stakeholders, critically analyses agency responses to complaints, and monitors undertakings and recommendations stemming from investigations and complaint handling work. The SIRO produces high quality, complex investigation reports and complaint outcome documents. They may also contribute to the preparation of other reports and publications related to the work of the Ombudsman.

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

You will have solid complaint handling experience.

You display resilience when reviewing challenging content.

You are an excellent communicator, with strong ability to translate technical and complex information concisely for a diverse audience.

You are highly competent in interpreting and applying legislation, policy and best practice as are core part of your work, and you are adept in supporting junior officers in this work.

You are inclusive and value diverse opinions, people and communities.

You are extremely passionate about your work and promote positive, professional service in a high-volume complaints environment.

You are motivated and driven to train and support staff in delivering best practice.

You have demonstrated capacity to work in a way that respects the range of lived experience and vulnerability within our community.

You understand how the work of your team aligns with office priorities, and can identify systemic issues in complaints and opportunities for improvement.

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

Opportunity to utilise and hone management and mentorship skills

Close to public transport - office is adjacent to Town Hall Train Station

Great team environment and culture

Fitness passport

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.

Additional Information is available at the following links.

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.