Job Description
Associate Director Complaint Resolution
Clerk Grade: *****
Annual Salary Range: $149,739 - $173,174 plus superannuation
Employment Type: Ongoing, Full-time
Location: Sydney CBD – close to Museum Station (hybrid); minimum 5 days per fortnight office based for full-time.
About the role
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.
What you'll be responsible for
Leading Tier 3 complex complaints, investigations and reviews
Managing high‐risk, sensitive and escalated matters across schemes
Embedding best‐practice investigation and decision‐making frameworks
Coaching and leading specialist teams in high‐pressure environments
Using data, dashboards and case insights to identify trends and systemic risks
Contributing to regulatory intelligence and organisational decision‐making




Driving continuous improvement across complaints, early resolution and investigations
About you
Extensive experience in complaints, investigations or dispute resolution
Deep understanding of procedural fairness, administrative decision‐making and evidence‐based practice
Proven leadership in complex, high‐risk or sensitive environments
Strong experience in workers compensation schemes and/or CTP
Robust judgement, resilience and ability to navigate competing priorities
Passion for fair outcomes for injured people and improving systems
Ability to work at the heart of NSW's injured persons schemes
Leadership of a Tier 3 service that handles the most critical cases
Influencing systemic reform and customer outcomes at scale
Commitment to fairness and accountability in a purpose‐driven organisation
Closing date
Friday 26 June **** at 9:59am
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📌 Associate Director Complaint Resolution (Tier 3 - Complex & High-Risk) (New South Wales)
🏢 NSW Department of Customer Service
📍 New South Wales