Premier’s Department

Associate Director, Advocacy and Complaints

You. At the centre of big ideas.

- Lead trauma-informed advocacy and complaints functions that strengthen outcomes for victims of crime across NSW
- Use victim insights, complaints data and stakeholder engagement to influence policy, improve Charter compliance and drive systemic reform
- Temporary, Clerk Grade 11/12 opportunity ($154,231 - $178,369) to 30 June 2027, based in Sydney, CBD.

Expressions of interest are invited from ongoing and temporary employees within the NSW Public Sector who wish to be considered for this temporary role for a period up to 30 June 2027, with the potential to be extended.

About the Role The Associate Director, Advocacy and Complaints leads the delivery of victim-centred advocacy, complaints handling, feedback insights and service improvement functions that support the Office of the Victims of Crime Commissioner to promote and uphold the Charter of Victims’ Rights. The role is responsible for establishing accessible, trauma-informed and culturally safe complaints and advocacy practices, resolving complex matters where appropriate, identifying systemic issues and strengthening outcomes for victims of crime across NSW.

You will provide strategic advice to the Director, Advocacy, Training and Complaints on complex complaints, emerging risks, service gaps and systemic issues, while translating complaints data, stakeholder feedback and lived experience insights into clear recommendations for improvement. Working closely with victims, victim support groups, government agencies and service providers, you will build cooperative relationships that support coordinated responses, improved Charter compliance and better victim experiences. This is a unique opportunity to help establish the advocacy and complaints function of a new statutory office and contribute to meaningful, system-wide reform for victims of crime across NSW.

Join The Office of the Victims of Crime Commissioner (VOCC), where you will contribute to policy,



engagement and reform initiatives that improve outcomes for victims of crime across NSW. The VOCC supports the independent Commissioner to champion victims’ rights, influence systemic change, and strengthen the implementation of the Charter of Victims’ Rights.

To learn more about the role please review the Role Description.

We're Looking For

- Victim-centred service leadership: You bring experience leading accessible, trauma-informed and culturally safe services, with a strong understanding of complaints handling, procedural fairness and customer-focused service improvement.
- Strategic communication and advice: You can translate complex, sensitive and systemic issues into clear advice, briefings, correspondence and recommendations for senior stakeholders.
- Collaboration and stakeholder engagement: You build productive relationships across government, service providers and community stakeholders to support coordinated responses and influence improvements in practice.
- Evidence-informed problem solving: You use complaints data, feedback and stakeholder insights to identify trends, recurring issues, risks and opportunities to improve Charter compliance and victim experience.
- People and operational leadership: You can guide team priorities, support staff capability and wellbeing, and drive consistent, ethical and high-quality service delivery.

We value diverse experiences. Even if you're not sure you meet all requirements, we encourage you to apply.

How to Apply

Click ‘Apply Online’ and submit your application including:

- A resume detailing relevant knowledge, skills and experience (maximum 5 pages)




- A cover letter addressing how you meet the requirements of the role (maximum 2 pages)

Closing Date: Friday, 7 August 2026 (9:59am)

Salary: Classification Grade 11/12. Package includes base salary ($154,231 - $178,369) plus superannuation (12%) and leave loading.

Hiring Manager: Meredith Burton, Executive Officer, Office of the Victims of Crime Commissioner via [email protected]

About the Premier's Department

Connecting to Deliver from the Heart of Government The Premier's Department leads the state's 430,000 public servants, driving collaboration and the delivery of whole-of-government priorities. Learn more about the department, a career at Premier’s Department and Government House Sydney.

Our Commitment

We welcome and encourage applicants from diverse backgrounds, including Aboriginal and Torres Strait Islander people, the LGBTQIA+ community, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and other diverse communities.

The Premier's Department acknowledges the Traditional Custodians of the lands where we work and live. We pay respect to Ancestors and Elders past and present. We recognise and learn from the strengths of First Nations peoples of New South Wales and their continuing connection to, and unique cultural and spiritual relationship with, Country.

Additional Information

Reasonable Adjustments: The selection process will include assessment techniques to determine your suitability. You can request reasonable adjustments at any stage by indicating in pre-screening questions, contacting the Talent Team at [email protected], or reaching out to the hiring manager.

Talent Pool: A talent pool may be created from this recruitment process. If eligible, you may be temporarily activated for opportunities in the same role or grade that become available over an 18-month period.

📌 Associate Director, Advocacy and Complaints (Australia)
🏢 NSW Department of Customer Service
📍 Australia