Senior Review Officer: Hybrid System & Complaint Oversight

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

Benefits offered by this job

Hybrid work flexibility

Fitness Passport

Great team environment

Job summary

NSW Ombudsman is seeking a Senior Review Officer (Clerk Grade 9/10) to lead system reviews of complaint handling across NSW public authorities. The role involves preparing statutory notices, benchmarking against standards, and drafting high-level reports for agencies and Parliament.

The SRO will supervise a direct report, apply sound judgement to identify improvements, and foster stakeholder relationships while working in a hybrid arrangement with flexible hours.

Qualifications

• Be an experienced reviewer, investigator, auditor or complaints professional with strong ability to understand, assess and analyse complex systems.
• Use sound judgement and facts to draw evidence-based conclusions and recommend improvements.
• Have high-level written and verbal communication skills to translate complex information into plain English.

Responsibilities

• Lead system reviews of complaint-handling processes across agencies.
• Prepare statutory notices, analyse data, benchmark against best-practice standards.
• Draft high-level reports for agencies and Parliament and propose practical recommendations.
• Supervise/mentor staff and oversee a direct report (clerk grade 7/8).

Skills

Analytical thinking

Written & verbal comms

Stakeholder management

Mentoring staff

Job description

NSW Ombudsman is seeking a Senior Review Officer (Clerk Grade 9/10) to lead system reviews of complaint handling across NSW public authorities. The role involves preparing statutory notices, benchmarking against standards, and drafting high-level reports for agencies and Parliament.

The SRO will supervise a direct report, apply sound judgement to identify improvements, and foster stakeholder relationships while working in a hybrid arrangement with flexible hours.