Job Description
Associate Director Complaint Resolution
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Clerk Grade: *****
n Annual Salary Range: $149,739 - $173,174 plus superannuation
n Employment Type: Ongoing, Full-time
n Location: Sydney CBD – close to Museum Station (hybrid); minimum 5 days per fortnight office based for full-time.
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About the role
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Lead the resolution of the most complex and sensitive complaints and investigations within the NSW CTP and Workers Compensation schemes. Oversee Tier 3 (complex and high‐risk) complaints and deliver fair, evidence‐based outcomes; transform frontline insights into system‐wide improvements.
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What you'll be responsible for
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Leading Tier 3 complex complaints, investigations and reviews
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Managing high‐risk, sensitive and escalated matters across schemes
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Embedding best‐practice investigation and decision‐making frameworks
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Coaching and leading specialist teams in high‐pressure environments
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Using data, dashboards and case insights to identify trends and systemic risks
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Contributing to regulatory intelligence and organisational decision‐making
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Driving continuous improvement across complaints, early resolution and investigations
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About you
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Extensive experience in complaints, investigations or dispute resolution
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Deep understanding of procedural fairness, administrative decision‐making and evidence‐based practice
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Proven leadership in complex, high‐risk or sensitive environments
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Solid experience in workers compensation schemes and/or CTP
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Strong judgement, resilience and ability to navigate competing priorities
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Passion for fair outcomes for injured people and improving systems
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Ability to work at the heart of NSW's injured persons schemes
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Leadership of a Tier 3 service that handles the most critical cases
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Influencing systemic reform and customer outcomes at scale
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Commitment to fairness and accountability in a purpose‐driven organisation
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Closing date
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Friday 26 June **** at 9:59am
#J-*****-Ljbffr

📌 Associate Director Complaint Resolution (Tier 3 - Complex & High-Risk) (New South Wales)
🏢 NSW Department of Customer Service
📍 New South Wales