Senior Investigation & Resolution Officer, Clerk Grade 9/10

NSW Ombudsman; Sydney; Hybride; AUD 133 000 - 147 000; Plein temps

Avantages offerts par ce poste

Hybrid work

35-hour work week

Fitness passport

Close to public transport

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Complaint handling

People leadership

Communication

Legislation interpretation

Training staff

Description du poste

Job Title and Overview

Pursuing fairness for the people of NSW 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.

Role Summary

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

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

Recruitment and Vetting

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. Short listed candidates will be subject to security and other vetting processes. All temporary roles may have the opportunity for ongoing employment. A talent pool may be created through this recruitment process. A talent pool is a pool of applicants who have been assessed and identified as suitable for this role or similar roles, and may be considered for a range of similar roles, including temporary, term or ongoing roles over the next 18 months.

Diversity Statement

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. 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.

Additional Information

Additional Information is available at the following links. Role description NSW Ombudsman Website Closing date: 10am, Sunday 25 October 2026