Australian Department of Employment and Workplace Relations – Bondi NSW
$93,660 - $100,132 a year
5d ago , from Department Of Employment And Workplace Relations
$93,660 - $100,132
About the Department of Employment and Workplace Relations
We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.
We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.
With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.
It is our ambition to do things differently, to create the 'department of great jobs'– where our people reflect our purpose.
The Role
The APS5 Quality Development Officer supports the delivery of high-quality service outcomes by providing quality assurance, coaching and guidance to frontline staff, while managing complex and sensitive matters within a high-volume operational environment.
Staff operate in a fast-paced and at times psychosocially demanding environment requiring resilience, professionalism and the ability to manage challenging or sensitive interactions. It contributes to building capability, confidence and resilience across frontline teams and requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.
Duties and Responsibilities
Undertaking quality assurance activities, including reviewing and clearing work, to ensure consistent, accurate and compliant outcomes.
Coaching and supporting staff through technical advice, feedback and facilitated development activities.
Investigating and resolving complex cases, complaints and escalated enquiries, including highly sensitive matters.
Managing or supporting complaint handling processes, ensuring outcomes are fair, consistent and aligned with policy and legislation.
Preparing clear, accurate and evidence-based written material, including Ministerial, Executive, Freedom of Information and Ombudsman correspondence, identifying sensitivities as required.
Assessing and actioning complex requests requiring sound judgement, including matters involving conflict of interest or relationship breakdown.
Supporting consistent decision-making by applying legislation,



policy and operational guidelines, and identifying risks where appropriate.
Communicate clearly and professionally, both verbally and in writing, adapting communication style to suit different audiences and circumstances.
Respond to a range of enquiries and requests, including those requiring sensitivity and sound judgement, within agreed timeframes and in accordance with policy and procedures.
Navigating multiple IT systems concurrently while responding to customer interactions, maintaining accuracy, efficiency, and effective communication through both verbal and written channels.
Building and maintaining effective working relationships with team members and stakeholders in a frontline service delivery environment.
Managing competing priorities in a fast-paced environment while maintaining quality, accuracy and timeliness.
Contributing to continuous improvement activities, including the development and review of procedures and guidance materials.
A commitment to working in a scheduled environment, demonstrating reliability, punctuality, and adherence to set rosters, or standard operating hours.
APS Level 5
Sydney NSW, Brisbane QLD, Adelaide SA, Perth WA
$93,660 - $100,132
About the Department of Employment and Workplace Relations
We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.
We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.
With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.
It is our ambition to do things differently, to create the 'department of great jobs'– where our people reflect our purpose.
The Role
The APS5 Quality Development Officer supports the delivery of high-quality service outcomes by providing quality assurance,



coaching and guidance to frontline staff, while managing complex and sensitive matters within a high-volume operational environment.
Staff operate in a fast-paced and at times psychosocially demanding environment requiring resilience, professionalism and the ability to manage challenging or sensitive interactions. It contributes to building capability, confidence and resilience across frontline teams and requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.
Duties and Responsibilities
Undertaking quality assurance activities, including reviewing and clearing work, to ensure consistent, accurate and compliant outcomes.
Coaching and supporting staff through technical advice, feedback and facilitated development activities.
Investigating and resolving complex cases, complaints and escalated enquiries, including highly sensitive matters.
Managing or supporting complaint handling processes, ensuring outcomes are fair, consistent and aligned with policy and legislation.
Preparing clear, accurate and evidence-based written material, including Ministerial, Executive, Freedom of Information and Ombudsman correspondence, identifying sensitivities as required.
Assessing and actioning complex requests requiring sound judgement, including matters involving conflict of interest or relationship breakdown.
Supporting consistent decision-making by applying legislation, policy and operational guidelines, and identifying risks where appropriate.
Communicate clearly and professionally, both verbally and in writing, adapting communication style to suit different audiences and circumstances.
Respond to a range of enquiries and requests, including those requiring sensitivity and sound judgement, within agreed timeframes and in accordance with policy and procedures.
Navigating multiple IT systems concurrently while responding to customer interactions, maintaining accuracy, efficiency, and effective communication through both verbal and written channels.
Building and maintaining effective working relationships with team members and stakeholders in a frontline service delivery environment.
Managing competing priorities in a fast-paced environment while maintaining quality, accuracy and timeliness.
Contributing to continuous improvement activities, including the development and review of procedures and guidance materials.
A commitment to working in a scheduled setting, demonstrating reliability, punctuality, and adherence to set rosters, or standard operating hours.
Eligibility
Don't meet all the role requirements?
At DEWR we are dedicated to building a diverse and inclusive workforce and seek to recruit staff with a wide range of
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📌 Aps5 Quality Development Officer (Sydney)
🏢 Australian Department of Employment and Workplace Relations
📍 Sydney