For further information please review the Role Description.

Key responsibilities

- As Director Resolution, Review and Engagement you will lead delivery of the front‑line resolution service, and public engagement functions of the Commission, and the conduct of statutory reviews of assessment decisions.
- As part of the Executive leadership team, you will work collaboratively across the organisation to promote a ‘whole of Commission’ and customer‑centric approach throughout all stages of managing complaints.
- Leading the delivery of the effective resolution of complaints through assisted resolution services and formal conciliation.
- Ensure the formal review of decisions requested by complainants are undertaken thoroughly and sensitively and inform continuous improvement.

What you need

- A record of executive level leadership and achievement in organisational development and change management.
- Experience in improving operational outcomes and processes in a high volume, multidisciplinary environment.
- Solid knowledge and experience of contemporary approaches to customer‑focused complaints handling and risk‑based decision making in a regulatory context.

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📌 Director, Resolution, Review and Engagement (New South Wales)
🏢 Nsw Government
📍 New South Wales