Senior Team Leader Complaint ResolutionClerk Grade: 9/10Work 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 mattersAs 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 workInfluence outcomes that impact individuals and system
integrityDrive continuous improvement across complaints, policy and
practiceWhat you'll be doingYou 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 cultureProvide expert direction on complaints and investigations at
varying levels of complexity, including high-risk and sensitive
mattersOversee and assure quality complaint handling, ensuring
procedural fairness, evidence integrity and high-quality outcomesDeliver clear, authoritative advice to executives,
senior leaders and oversight bodiesUse insights and data to identify risks, systemic issues and
opportunities for improvementEngage confidently with stakeholders across government, legal,
regulatory and oversight environmentsWhat you bringYou 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
environmentStrong knowledge of administrative law principles,
procedural fairness and evidence-based decision-makingProven ability to lead, coach and support teams,
including in high-pressure environmentsExceptional communication skills, with the ability to translate
complex issues clearly and influence outcomesA commitment to continuous improvement, accountability and
delivering results Experience in workers' compensation
and/or CTP schemes will be highly regarded.Our values in actionAt 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 situationsTrust – You build confidence with
your team, stakeholders and the community through consistency and
professionalismService – You put people at the
centre, delivering respectful, customer-focused outcomesAccountability – You take
ownership, lead with courage and deliver high-quality resultsYou will role model these values while shaping
a positive, ethical and supportive team culture.Why join usMeaningful work – Deliver outcomes
that make a real difference for injured peopleLeadership impact – Shape team
performance, culture and capability in a critical service areaProfessional growth – Build your
expertise across complex complaints, investigations and system improvementValues-driven environment – Work in
a team committed to integrity, service and accountabilityReady 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 applyTo 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 ServiceA career at the Department of
Customer Service (DCS) gives you the chance 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 (Sydney)
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📍 Sydney