Senior Workplace Complaints Officer

NSW Health; St Leonards; Hybrid; AUD 138,000 - 156,000; Full time

Benefits offered by this job

Hybrid working

Salary packaging

Wellbeing programs

Career development

Parental leave

Community contribution

Job summary

HealthShare NSW is seeking a Senior Workplace Complaints Officer to manage a portfolio of complaints, resolution processes and investigations. You will ensure fair and professional handling in line with legislation and NSW Health policies, with a focus on restorative justice and early resolution.

Hybrid work arrangements are available, and the role offers a generous remuneration package within HealthShare NSW's pay range.

Qualifications

• Senior Workplace Complaints Officer with mediation and investigative experience.
• Experience applying restorative justice and complaint-management frameworks.

Responsibilities

• Manage a diverse portfolio of workplace complaints, resolutions and investigations.
• Ensure matters are addressed fairly, professionally and per legislation and policies.

Skills

Mediation

Investigation

Stakeholder engagement

Policy compliance

Tools

Legislation knowledge

Job description

Classification: Health Manager Level 3
Employment Type: Permanent Full Time
Remuneration: $137,525.00 - $156,231.00 per annum plus 12% superannuation
Hours per week: 38
Location: 1 Reserve Road, St Leonards / Sky Central, Charlestown – with flexible working arrangements available.
Applications Close: 11:59pm, Monday, 16 November 2026

HealthShare NSW is committed to creating a diverse and inclusive environment which reflects the community we serve. We welcome applications from people of all backgrounds, experiences and identities, and we encourage applicants from Aboriginal and Torres Strait Islander communities, culturally and linguistically diverse groups, LGBTIQ+ communities, veterans, carers and people with disability.

About the opportunity

We are seeking an experienced Senior Workplace Complaints Officer to manage a diverse portfolio of workplace complaints, resolution processes and investigations across HealthShare NSW. In this role, you will ensure matters are addressed fairly, professionally and in accordance with relevant legislation, NSW Health policies, procedural fairness principles, and best-practice complaint management frameworks.

HealthShare NSW is committed to a restorative justice approach to workplace complaints, with a strong focus on early resolution, respectful engagement, accountability, and rebuilding workplace relationships where appropriate. As such, we are particularly interested in candidates who bring experience in mediation, facilitated resolution, alternative dispute resolution, and complaint settlement in addition to formal investigative expertise.

About us

HealthShare NSW touches the lives of NSW Health employees and patients every single day by delivering services that keep our public hospitals and health facilities running.

Watch Our HealthShare NSW story video to learn more about the work we do and the diverse range of roles we have on offer.

Additional benefits

We reward our employees with a terrific range of benefits, including:

• Great leave conditions: enjoy one day off each month as an ADO, annual leave loading (a bonus extra payment of 17.5%) and 14 weeks’ paid parental leave for eligible employees
• Hybrid working and flexible work arrangements: enjoy a combination of working from home and the office along with varied start/finish times, part time work and job sharing where applicable
• Salary packaging and novated leasing: you can access up to $2782 extra per year in your pay
• Wellbeing programs: access an array of wellbeing programs designed to support your physical, mental, and emotional health
• Commitment to career development: expansive free online training, talent programs, study leave and internal development opportunities to accelerate your career
• Rewarding role and community contribution: make a difference in people's lives by assisting those in need and actively contributing to your community.

Please note some benefits may only apply to certain employment types.

We recognise that AI tools are increasingly being used to assist with resumes and applications. While we accept their use, we encourage applicants to provide genuine responses in their own words

Additional information

• HealthShare NSW assesses candidates in line with the NSW Public Sector Capability Framework, which describes the capabilities and behaviours required for roles across the NSW public sector. The specific capabilities for this role are outlined in the Position Description.
• If successful following the application close date, you will be required to attend interview as well as reference checks
• Candidates must have Australian work rights (citizens, permanent residents, or valid work visa). Permanent roles are open to Australian citizens and permanent residents, while temporary and casual roles welcome applicants with a visa.
• An eligibility list from this recruitment may be created for future casual, permanent, or temporary full‑time or part‑time positions within the next 6 months.

Contact information

Please contact **************@health.nsw.gov.au if you have any questions about this role. Any career portal support questions can be directed to our customer service team at 1300 679 ***.

For Aboriginal candidates who would like to talk to a HealthShare NSW Aboriginal Workforce Consultant, please contact ***************@health.nsw.gov.au
Support is also available through the Stepping Up website.

Please let ***************@health.nsw.gov.au know if you need any adjustments to the recruitment or interview process (e.g. physical accessibility, interview setup, or scheduling). Candidates with a disability can also use this email for confidential advice and support during the recruitment process.