Job Description
/n Senior Team Leader Complaint Resolution /n Clerk Grade: 9/10 /n Work Type: 2 x full-time temporary opportunities (1 position for up to 12 months and 1 position for up to 6 months). A talent pool may also be established from this recruitment process and used to fill future temporary and ongoing vacancies. /n

Location:
Darlinghurst, Sydney /n /n Multiple opportunities available | Lead people. Deliver outcomes. Make a difference. /n Are you ready to lead in a role where integrity matters, trust is earned, and your work directly improves outcomes for injured people? /n Join the Independent Review Office (IRO) and lead a high-performing team delivering complex complaint resolution across workers’ compensation and CTP schemes, where every decision counts. /n Why this role matters /n As a Senior Team Leader, within your team you actively manage cases and lead the delivery of Level 2 and Level 3 complaint resolution services, guiding your team through a range of matters including escalated, sensitive and high-risk matters. You play a key role in ensuring decisions are fair and evidence-based, while supporting better outcomes for customers and the broader scheme. /n This is a role where you will: /n /n
- Lead people through complex and emotionally charged work /n
- Influence outcomes that impact individuals and system integrity /n
- Drive continuous improvement across complaints, policy and practice /n /n What you’ll be doing /n You will combine solid people leadership with deep technical expertise to: /n /n
- Lead and develop a team of complaint resolution specialists, building capability, resilience and a strong team culture /n
- Provide expert direction on complaints and investigations at varying levels of complexity, including high-risk and sensitive matters /n




- Oversee and assure quality complaint handling, ensuring procedural fairness, evidence integrity and high-quality outcomes /n
- Deliver clear, authoritative advice to executives, senior leaders and oversight bodies /n
- Use insights and data to identify risks, systemic issues and opportunities for improvement /n
- Engage confidently with stakeholders across government, legal, regulatory and oversight environments /n /n What you bring /n You are an experienced leader who combines technical expertise with empathy and sound judgement, with: /n /n
- Demonstrated experience in complaints handling, investigations or dispute resolution in a complex or regulated environment /n
- Strong knowledge of administrative law principles, procedural fairness and evidence-based decision-making /n
- Proven ability to lead, coach and support teams, including in high-pressure environments /n
- Exceptional communication skills, with the ability to translate complex issues clearly and influence outcomes /n
- A commitment to continuous improvement, accountability and delivering results /n
- Experience in workers’ compensation and/or CTP schemes will be highly regarded. /n /n Our values in action /n At IRO, our values are more than words they guide how we work every day: /n /n
- Integrity – You make fair, transparent and ethical decisions, even in complex situations /n
- Trust – You build confidence with your team,



stakeholders and the community through consistency and professionalism /n
- Service – You put people at the centre, delivering respectful, customer-focused outcomes /n
- Accountability – You take ownership, lead with courage and deliver high-quality results /n /n You will role model these values while shaping a positive, ethical and supportive team culture. /n Why join us /n /n
- Meaningful work – Deliver outcomes that make a real difference for injured people /n
- Leadership impact – Shape team performance, culture and capability in a critical service area /n
- Professional growth – Build your expertise across complex complaints, investigations and system improvement /n
- Values-driven environment – Work in a team committed to integrity, service and accountability /n /n Ready to apply? /n If you are a capable people leader and technical specialist who thrives in complexity and wants to make a genuine impact we want to hear from you. /n

How to apply
/n To apply, please submit: /n /n 1. A current resume outlining your qualifications, skills and employment history. /n 2. A cover letter (maximum 2 pages) demonstrating your suitability for the role and providing examples of your relevant skills, knowledge and experience. /n /n Your application should clearly demonstrate how your capabilities, knowledge and experience align with the responsibilities of the position. /n Please note candidates who are invited to interview will be required to complete additional assessments /n /n Salary Grade 9/10, with the base salary for this role starting at $133,348 base plus superannuation /n Click Here to access the Role Description . /n For enquiries relating to recruitment please contact Meg Rapley

📌 Senior Team Leader Complaint Resolution (Sydney)
🏢 NSW Department of Customer Service
📍 Sydney