Strategic Complaints Capability Lead

Sport Integrity Australia; Canberra; On-site; AUD 126,000 - 137,000; Part time

Job summary

Sport Integrity Australia seeks a Complaints Capability Lead to provide strategic leadership for complaint capability uplift across sport. The role engages national and state levels via National Integrity Managers and state contacts to deliver specialist advice and manage investigations where appropriate.

The role requires robust understanding of complaint management within the National Integrity Framework, strong stakeholder engagement, and the ability to guide decision making and risk

Qualifications

• Experience with the National Integrity Framework and complaint management.
• Ability to manage competing priorities and meet deadlines in a high-pressure environment.
• Strong analytical and problem-solving skills with ability to translate complex information into plans.
• Highly developed stakeholder engagement, interpersonal and presentation skills.
• Desirable: Cert 4 in Government Investigations.

Responsibilities

• Guide decision making around commencing an investigation or preliminary enquiries to inform best way forward.
• Engage with LEPP for advice when matters should be referred to law enforcement or another organisation.
• Guide sport on responding to a complaint when it does not warrant formal management under a policy.
• Engage with Safeguarding to assess risk to members where allegations involve children or vulnerable people.
• Identify procedural risks and provide information to sport to undertake risk assessment and interim risk management measures.
• Support the NIM to implement proportional risk mitigation activities such as Provisional Action.
• Lead the development and delivery of complaint management education initiatives for the sector.
• Assist with development of complaint handling templates and resources.
• Identify complaint themes and share observations with the sport and within SIA.
• Input into the integrity workforce capability uplift strategy.

Skills

National Integrity Framework

Stakeholder engagement

Analytical skills

Time management

Communication & presentation

Education

Cert 4 in Government Investigations

Job description

Sport Integrity Australia seeks a Complaints Capability Lead to provide strategic leadership for complaint capability uplift across sport. The role engages national and state levels via National Integrity Managers and state contacts to deliver specialist advice and manage investigations where appropriate.

The role requires robust understanding of complaint management within the National Integrity Framework, strong stakeholder engagement, and the ability to guide decision making and risk