Manager Compliance - Complaints Directorate - Building Commission NSW

- Duration: Ongoing, full time.
- Location: Sydney or Parramatta

The opportunity

This is an exciting opportunity to lead a unit of complaint handlers where you can apply your considerable compliance expertise and knowledge in a regulatory environment. The role leads and manages the Triage and Assessment Unit (TAU), responsible for triaging all complaints and enquiries received by Building Commission NSW. The TAU also assesses complaints to determining what regulatory action, if any, Building Commission NSW will take in response. By carrying out these important regulatory functions, the TAU ensures that complaints and enquiries are handled efficiently and effectively, assisting consumers while also contributing to the improvement of the building sector.

The role

- Leading teams of complaint handlers in a very high-volume and complex setting.
- Refine and maintain a risk-based compliance framework for the triage and assessment of all complaints received by Building Commission NSW.
- Provide robust advice and recommendations to the Building Operation Branch's senior executives on actions to take in response to the most serious non-compliance or regulatory issues.
- Identify and highlight trends and emerging compliance issues in the building sector.
- Make assessment decisions under delegation on compliance or regulatory issues.
- Maintain and update policies, procedures and other controls to improve the efficiency and effectiveness of the complaints-function.
- Work collaboratively in the Complaints Directorate and across Building Commission NSW, delivering effective outcomes for the people of NSW and contributing to a positive work culture.

Key attributes

- Have considerable experience managing regulatory compliance activities, ideally in a high-volume and complex complaint handling environment or similar,
- Be an effective, experienced and results orientated people leader.




- Have highly developed communication skills, including the ability to write, review and produce high quality reports and other documentation in a timely manner.
- Act with the highest degree of integrity and professionalism.
- Hold a Certificate IV in Government Investigations or have similar work experience and be prepared to acquire the qualification.
- Ability and willingness to travel across NSW if required.

To be appointed into the role, you will be required to successfully clear and maintain:

- Pre-employment checks including a criminal record check, employment reference checks and Australian Working Rights check.
- If required, medical capacity screening regarding physical and psychological impacts of the inherent duties of the role

What we need from you

Salary Grade 11/12, with the base salary for this role starting at $154,231 base plus superannuation

Closing Date: Monday, 17th August 2026 (09:59am)

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that advantages people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on or .

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Information on adjustments available for the recruitment process

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📌 Manager Compliance (Australia)
🏢 NSW Department of Customer Service
📍 Australia