Senior Complaint Resolution OfficerClerk Grade: 7/8Annual Salary Range: $116,981 - $129,492 plus superannuationEmployment Type: Temporary full-time role for up to 6 monthsLocation: Sydney CBD (hybrid).
You'll be office-based at least 5 days per fortnight for full-time roles (pro-rata for part time), with the remaining days worked flexibly as agreed.
About this roleJoin the Independent Review Office (IRO) in our new Engagement and Resolution TeamWe're growing our service delivery capability and looking for customer-focused people to join the IRO.
These new roles sit across our tiered operating model from first contact triage through to complex complaint investigation, helping people navigate statutory compensation schemes and supporting fair, timely and evidence-based outcomes.Our tiered service delivery modelLevel 1 (First contact): respond to enquiries, complete intake and triage, and guide people to the right pathway.Level 2 (Resolution): manage lower to moderate complexity complaints end-to-end, gather information, assess responses and drive resolution.Level 3 (Complex complaints & investigations): handle complex, sensitive and high-risk matters requiring investigation, evidence analysis and defensible outcomes.Lead complex complaint outcomes.
You'll manage and resolve Level 2 and Level 3 complaints including complex and sensitive matters requiring investigation, delivering fair, evidence-based and defensible outcomes.
You'll plan and conduct investigations, write high quality findings, manage risk and contribute to continuous improvement across complaint handling practices.Manage and resolve Level 2/Level 3 complaints, applying procedural fairness, natural justice and evidence-based decision-making.Plan and conduct investigations: define scope, develop lines of inquiry, gather/analyse evidence, interview parties, and document findings.Prepare high-quality outputs including investigation reports, decision letters, briefings and correspondence with clear reasons supported by evidence,



legislation and policy.Engage with complainants and stakeholders professionally, using negotiation/conciliation techniques where appropriate.Identify and escalate risks (including vulnerable cohorts, high-risk or reputational matters) and emerging systemic issues.Support team capability through peer review, mentoring, knowledge sharing and continuous improvement initiatives.What you'll bring: demonstrated experience in complaint handling, investigations, dispute resolution or complex case management (ideally in a government/regulatory or integrity environment), strong analysis and writing skills, and confidence operating in a highly scrutinised environment.Why join the IRO?
Meaningful work that supports fairness, transparency and accountability in a values-based environmentExposure to diverse matters, from first contact problem-solving through to complex investigations.A supportive team environment with coaching, peer learning and continuous improvement.Flexible ways of working (as agreed) and access to NSW Government benefits.Essential requirements & screeningWhile the role description outlines specific essential requirements, all roles require strong customer service and communication skills, the ability to work with sensitive information, and a commitment to procedural fairness.
A satisfactory criminal records check applies.
Appointment and ongoing assignment may also be subject to mandatory pre-employment and ongoing probity screening in accordance with relevant legislation and policies (requirements may vary by role).
How to applyReview the role description.Submit your application via the job listing,



including your resume and a brief cover letter outlining your relevant experience and why you're interested in the IROReady to make an impact?
Apply now and help shape a service that is person-centred at first contact, effective in resolution, and rigorous in complex complaint handling.
Salary Grade 7/8, with the base salary for this role starting
at $116,981 base plus superannuation
Click Here to access the Role Description
.
For enquiries relating to recruitment please
contact Meg Rapley via ******.
Visit the
Capability Application Tool to prepare for the recruitment process by
accessing
practice application and interview questions based on the focus capabilities
listed in the role description.
Closing Date: COB Wednesday 16 September ****
Careers at Department of Customer ServiceA career at the Department of
Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform
that benefits 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 ******.
For more information, please visit
Information
on some of the different types of disabilities
Information on adjustments
available for the recruitment process

📌 Senior Complaint Resolution Officer (Sydney)
🏢 the original
📍 Sydney