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 setting.
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 (Sydney)
🏢 Nsw Government
📍 Sydney