Senior Investigation & Resolution Officer

Vacancy:

Senior Investigation & Resolution Officer, Clerk Grade 9/10 – Complaints and Resolution Branch,

Location:

Sydney CBD with hybrid and flexible working options. Employment:

Ongoing or Temporary. A talent pool may be created from this recruitment to be used across work streams within the NSW Ombudsman Salary Range:

Up to $166,786. Package includes salary ($133,348
- $146,945), employer's contribution to superannuation and annual leave loading About the NSW Ombudsman Government agencies touch and impact the lives of the people of NSW every day, and we are there to make sure those interactions are fair. Government is complex and people need to have confidence that someone is holding government agencies to account if their actions are unreasonable, wrong or unlawful. We are that someone. We are the organisation that shines a light on serious wrong conduct in the delivery of government services. Our ultimate goal is that everyone receives the right services and fair treatment from the agencies we oversight. Our scope is broad. We cover services for vulnerable families, including the delivery of community services funded by government; local councils; correctional and youth justice centres; education; environment protection and public transport – to name a few We work to help resolve problems at an individual level, as well as looking at the bigger picture to promote system improvements in public administration and in the delivery of community services. We are confident in the knowledge that our work will give voice to the individual and bring fairness and balance to how the government delivers to the public it serves. We are committed to providing a range of career development opportunities.



We aim to guide and help our people with the skills they need to lead our organisation and give the most impact to what they do. The Role The Senior Investigation & Resolution Officer (SIRO) manages complex complaints, resolves complaints through conciliation and other dispute resolution methodologies, and communicates with influence. The person in this role will be a strong people manager who supervises, mentors, and coaches their direct reports to build their capability and performance. The SIRO provides timely advice to senior and other relevant staff on trends, systemic issues, matters of concern, and common complaint themes. The SIRO liaises with stakeholders, critically analyses agency responses to complaints, and monitors undertakings and recommendations stemming from investigations and complaint handling work. The SIRO produces high quality, complex investigation reports and complaint outcome documents. They may also contribute to the preparation of other reports and publications related to the work of the Ombudsman. A talent pool may be created to fill future vacancies across complaint workstreams which may include: Custodial and Community Corrections Housing, Health and Tertiary Education Community Services, Guardianship and School Education Public Administration Local Government and Environment Business Improvement More information about the work of our streams can be found in our annual reports: NSW Ombudsman | Office Annual Reports.



About you You will have solid complaint handling experience. You display resilience when reviewing challenging content. You are an excellent communicator, with strong ability to translate technical and complex information concisely for a diverse audience. You are highly competent in interpreting and applying legislation, policy and best practice as are core part of your work, and you are adept in supporting junior officers in this work. You are inclusive and value diverse opinions, people and communities. You are extremely passionate about your work and promote positive, professional service in a high-volume complaints environment. You are motivated and driven to train and support staff in delivering best practice. You have demonstrated capacity to work in a way that respects the range of lived experience and vulnerability within our community. You understand how the work of your team aligns with office priorities, and can identify systemic issues in complaints and opportunities for improvement. Some streams may have additional requirements, such as a working with children check and/or willingness to travel for outreach or correctional centre visits. What can

we offer
? Competitive salary and future growth opportunities within NSW Ombudsman Flexibility and the capacity to work in a hybrid way Work life balance with a 35-hour work week Prospect to utilise and hone management and mentorship skills Close to public transport
- office is adjacent to Town Hall Train Station Great team environment and culture Fitness passport The NSW Ombudsman promotes a diverse workforce that is representative of the communities we serve. We particularly encourage applications from Aboriginal people, people from

📌 Senior Investigation (Sydney)
🏢 NSW Ombudsman
📍 Sydney