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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 setting
- 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

📌 Senior Team Leader Complaint Resolution (Sydney)
🏢 the original
📍 Sydney