Job Description

For further information please review the Role Description.

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Key responsibilities

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- 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.
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- 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.
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- Leading the delivery of the effective resolution of complaints through assisted resolution services and formal conciliation.
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- Ensure the formal review of decisions requested by complainants are undertaken thoroughly and sensitively and inform continuous improvement.
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What you need

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- A record of executive level leadership and achievement in organisational development and change management.
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- Experience in improving operational outcomes and processes in a high volume, multidisciplinary setting.
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- Strong 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