Senior Team Leader Complaint Resolution
Clerk Grade:
9/10
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.
Location:
Darlinghurst, Sydney
Multiple opportunities available | Lead
people.
Deliver outcomes.
Make a difference.
Are you ready to lead in a role where
integrity
matters, trust is earned, and your work directly improves outcomes for injured
people?
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.
Why this role matters
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.
This is a role where you will:
Lead people through
complex and emotionally charged work
Influence outcomes that impact
individuals and system
integrity
Drive
continuous improvement across complaints, policy and
practice
What you'll be doing
You will combine
strong people
leadership
with
deep technical expertise
to:
Lead and develop a team
of
complaint resolution specialists, building capability, resilience and a
strong team culture
Provide
expert direction on complaints and investigations at
varying levels of complexity
, including high-risk and sensitive
matters
Oversee and assure
quality complaint handling
, ensuring
procedural fairness, evidence integrity and high-quality outcomes
Deliver
clear, authoritative advice
to executives,
senior leaders and oversight bodies
Use insights and data to
identify risks, systemic issues and
opportunities for improvement
Engage confidently with stakeholders across government, legal,
regulatory and oversight environments
What you bring
You are an experienced leader who combines
technical
expertise with empathy and sound judgement
, with:




Demonstrated experience in
complaints handling,
investigations or dispute resolution
in a complex or regulated
environment
Strong knowledge of
administrative law principles,
procedural fairness and evidence-based decision-making
Proven ability to
lead, coach and support teams
,
including in high-pressure environments
Exceptional communication skills, with the ability to
translate
complex issues clearly and influence outcomes
A commitment to
continuous improvement, accountability and
delivering results
Experience in
workers' compensation
and/or CTP schemes
will be highly regarded.
Our values in action
At IRO, our values are more than words they
guide how we work every day:
Integrity
– You make fair,
transparent and ethical decisions, even in complex situations
Trust
– You build confidence with
your team, stakeholders and the community through consistency and
professionalism
Service
– You put people at the
centre, delivering respectful, customer-focused outcomes
Accountability
– You take
ownership, lead with courage and deliver high-quality results
You will role model these values while
shaping
a positive, ethical and supportive team culture
.
Why join us
Meaningful work
– Deliver outcomes
that make a real difference for injured people
Leadership impact
– Shape team
performance, culture and capability in a critical service area
Professional growth
– Build your
expertise across complex complaints, investigations and system improvement
Values-driven environment
– Work in
a team committed to integrity, service and accountability
Ready to apply?
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.
How to apply
To apply, please submit:
A current resume
outlining your qualifications, skills and employment history.




A cover letter
(maximum 2 pages) demonstrating your suitability for the role and providing examples of your relevant skills, knowledge and experience.
Your application should clearly demonstrate how your capabilities, knowledge and experience align with the responsibilities of the position.
Please note candidates who are invited to interview will be required to complete additional assessments
Salary Grade 9/10, with the base salary for this role starting
at $133,348 base plus superannuation
Click
Here
to access the Role Description
.
For enquiries relating to recruitment please
contact Meg Rapley via ******.
Visit the
Capability Application Tool
to prepare for the recruitment process by
accessing
practice application and interview questions based on the focus capabilities
listed in the role description.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months.
The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: Monday 16 November **** at 11:59pm
Careers at Department of Customer Service
A career at the Department of
Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform
that benefits people across NSW.
We are focused on delivering excellent customer service, digital
transformation, and regulatory reform.
Come join us and influence the future of our great state.
Belong in our diverse and inclusive
workplace
The strength of our workforce lies in its diversity and embracing
difference, while the key to our success is leveraging the contributions of employees with different
backgrounds and perspectives.
You can view our full diversity and inclusion statement
here
.
We provide adjustments to the recruitment process for candidates, including individuals with disability.
If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on ************ or
******
.
For more information, please visit
Information
on some of the different types of disabilities
Information on adjustments
available for the recruitment process

📌 Senior Team Leader Complaint Resolution (New South Wales)
🏢 the original
📍 New South Wales