ER Conduct & Complaints Specialist

UNSW; Sydney; Hybrid; AUD 127,000 - 143,000; Full time

Job summary

UNSW is seeking an ER, Conduct & Complaints Specialist to provide strategic employee relations support. The role involves managing complex cases, conducting investigations, and offering advice while ensuring compliance with workplace legislation. Join a dynamic team dedicated to fostering a culture of respect and integrity within the university.

Benefits

Flexible Working Options

Additional 3 days leave during December

Career development opportunities

Discount on UNSW courses

Flexible superannuation contributions

Discounts and entitlements in various sectors

Qualifications

• Experience managing ER matters and cases within a complex organization.
• Ability to conduct thorough investigations with detailed reporting.
• Strong knowledge of workplace legislation and compliance.

Responsibilities

• Provide expert employee relations advice and support to management.
• Manage and resolve complex ER matters effectively and sensitively.
• Conduct investigations into complaints and manage case processes.

Skills

Employee relations

Complaint handling

Negotiation

Communication

Investigation skills

Job description

• Employment Type: Full time, continuing
• Remuneration: $127k -$143k + 17% flexible superannuation and leave loading
• Location: Kensington, NSW (On- campus role, hybrid work arrangement available)

About UNSW
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

Why your Role Matters
As an ER, Conduct & Complaints Specialist, you’ll join the newly created function delivering expert advice and support to UNSW Management and HR on a diverse range of staff conduct and complaint matters. Bringing your practiced experience in case management and a high level of emotional intelligence, you will provide strategic and operational employee relations and industrial relations support across the University with tact, sensitivity, and respect.

This role reports to the Head of ER, Conduct & Complaints, acting as a subject matter expert on conduct and complaint matters, to oversee diverse cases, including industrial instrument and legislative interpretation, employee misconduct, termination of conduct, and managing staff complaints and workplace investigations. Your focus will be:

• Providing specialist and timely guidance to UNSW stakeholders.
• Management and resolution of complex matters, providing end-to-end case management advice.
• Conducting investigations including assessing complaints, evidence collection, overseeing forensic analysis, exhibit handling and interviews.
• Supporting HR Business Partners and managers with case management processes to ensure objective and fair assessment.
• Assisting in the review and development of policies and processes relating to complaints and allegations misconduct.
• Ensuring advice and actions comply with applicable legislation and relevant industrial instruments to mitigate risk and ensure appropriate resolution.

Skills & Experience summary: We’re looking for an experienced conduct and complaints handler, bringing a practiced approach to sensitive complaints and investigations management in the ER space, to join a team passionate about being trusted advisors in the promotion of a culture of respect and integrity.
You will hold the following skills & experience:

• Experience in managing ER matters, including case management and complaint handling, preferably in an employee relations context.
• Demonstrated experience in conducting investigations, including developing investigation and risk plans, securing evidence, interviewing witnesses, experts and others, and drawing objective conclusions based upon a fair assessment and analysis of the evidence gathered, preparing detailed investigation reports and maintain accurate records of the investigation.
• Significant experience providing employee relations related advice to line management, and dealing with employee unions, in a large, complex organisation.
• Strong knowledge of relevant workplace legislation and current employment case law, and complaint handling best practice.
• Proven ability to build effective working relationships and partner with internal clients in providing effective employee relations solutions.
• Well-developed negotiation and influencing skills to contribute to positive outcomes.
• High level written and verbal communication skills with strong attention to detail and ability to prioritise and control workload.
• Ability to work independently and contribute to a team environment.

For further information on the role & responsibilities, please refer to the position description

How to Apply: To join the team in delivering expert advice and support, we invite you to submit your CV & cover letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the job description) before Thursday 3rd July by 11:55pm.
Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.

UNSW Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Flexible Working Options (work from home, flexible hours etc)
• Additional 3 days leave during December festive period.
• Career development opportunities.
• Up to 50% discount on UNSW courses.
• Flexible 17% Superannuation contributions, additional leave-loading paymentsand salary sacrifice.
• Discounts and entitlements (retail, education, fitness passport).

Job queries contact: Kim Symons, Talent Acquisition
E: [e-mail] (applications to the address cannot be accepted, please apply online)

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.