Job Category: Legal & Compliance

Job Description:

Make an impact at the University of Wollongong (UOW) - a purpose-driven institution ranked in the top 1% of universities globally.

About the Role

As the Senior Manager, Complaints and Conduct, you will lead the University's Case Advisory team and play a critical role in ensuring complaints and conduct matters are managed fairly, consistently and in line with University policies and procedures.

This role is responsible for overseeing the delivery of complaints and conduct advisory services across the University, providing expert advice on complex and sensitive matters involving staff and students. You will work closely with senior leaders to support decision-making, manage risk, and ensure matters are handled with procedural fairness, integrity and care.

Beyond individual case management, you'll drive continuous improvement across the University's complaints and conduct frameworks, identifying trends, strengthening processes and contributing to initiatives that enhance the experience of staff and students. You'll also lead and develop a team of Case Advisors, fostering a high-performing and customer-focused culture.

This is a unique opportunity to combine people leadership, strategic thinking and operational oversight while making a meaningful contribution to a safe, respectful and accountable University community.

About the Team

The Legal, Assurance and Integrity Division plays an important role in supporting the University's governance, integrity and accountability framework. The team works across a broad range of areas including complaints, conduct, investigations, wellbeing and organisational risk, helping to foster a safe, respectful and inclusive environment for staff and students.

Working closely with the Associate Director, Complaints and Investigations, you'll lead a dedicated and collaborative team of Case Advisors and support staff who are passionate about delivering fair, transparent and high-quality outcomes. The team partners extensively across the University, building strong relationships with leaders, People & Culture, Student Services and other specialist teams to provide trusted advice and support on complex matters.

What You'll Bring

You are an experienced people leader who thrives in complex environments and genuinely enjoys supporting others through challenging situations. You bring a combination of leadership capability, sound judgement and the ability to navigate sensitive matters with professionalism, empathy and discretion.

You may come from complaints management, conduct, investigations, employee relations,



governance, compliance, integrity, regulatory or a related field. What is most important is your ability to lead people, influence stakeholders and drive positive outcomes.

You will bring:

- Experience leading complaints, conduct, investigations, case management or advisory functions within a complex organisation.
- Strong leadership capability, with a passion for coaching, developing and empowering teams.
- Exceptional communication and stakeholder management skills, with the ability to build trust and credibility at all levels.
- Demonstrated experience managing complex or sensitive matters and providing explicit, balanced and practical advice.
- Experience driving process improvement, service enhancement and organisational change.
- Strong analytical and problem-solving skills, with the ability to identify trends and use insights to inform decision-making.
- Relevant tertiary qualifications and/or significant experience in complaints management, conduct, investigations, governance, compliance, employee relations or a related field.
- A commitment to fairness, integrity, inclusion and delivering quality outcomes.
- This role will suit someone who wants to lead a high-performing team, influence meaningful change and contribute to creating a positive and respectful culture across a large and diverse organisation.

Why Join UOW
- Competitive salary package including 17% superannuation
- 35-hour full-time work week supporting greater balance and flexibility
- Flexible working arrangements and family-friendly policies
- Generous leave entitlements including additional concession days over the Christmas-New Year period
- Purchased leave options to provide greater flexibility throughout the year
- Ongoing professional development and clear career progression opportunities

Role Details

- Employment type: Permanent/Continuing | Full-time
- Level 8/9 | $123,283 - $152,959 + 17% superannuation.
- Location: Wollongong Campus / Hybrid
- Valid Australian work rights required. Visa sponsorship is not available.

How to Apply

To apply for this position, you are required to submit a resume, and cover letter (of no more than 3 pages)



summarising your skills and experience as they relate to the selection criteria located in the position description.

For further information about this position, please contact Hannah Barnes, Associate Director, Complaints and Investigations at [email protected].

Closing Date: Sunday 18 October 2026, 11:55pm

Equity, Diversity & Inclusion

The University of Wollongong is committed to fostering an inclusive and equitable workplace where diversity is valued, respected and celebrated. We strive to create a workplace that reflects the communities we serve, removes barriers to participation, and provides equitable opportunities for staff to reach their full potential. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people of all gender identities and sexual orientations, people from culturally and linguistically diverse backgrounds, people with disability, and those with caring or family responsibilities.

As required by federal legislation, prospective employees are required to declare whether they have been investigated for an allegation of Gender based Violence or determined to have engaged in conduct that constitutes Gender based Violence, during their previous employment, or otherwise in a legal process. Any such declaration will be included in the University's employment screening processes and will be treated with the strictest confidence and in compliance with all privacy legislation.

About Us:

At the , our people are united by a shared purpose - to create a better future through education, research, innovation and meaningful community impact.

With deep local roots and a growing global presence, UOW is proud to contribute to positive change in the communities we serve and the world beyond them. Guided by our , we are building a future that is innovative, inclusive and committed to societal impact - one where people, ideas and opportunity can thrive.

We are recognised for excellence in teaching and research, and for the real-world impact of our work. But what truly brings UOW to life is our people. Across every role, our staff contribute to something bigger - helping shape the future through the work they do every day.

At UOW, we are committed to fostering a culture where people feel valued, supported and empowered to do their best work. Our guide how we work, lead and make decisions - creating a workplace grounded in integrity, accountability, collaboration and excellence.

Joining UOW means becoming part of a values-led community where your work has purpose, your contribution is valued, and the impact you make can be felt locally and globally.

📌 Senior Manager, Complaints and Conduct (Wollongong)
🏢 University Of Wollongong
📍 Wollongong