Act for fairness and integrity! Vacancy: Investigation and Resolution Officer, Clerk Grade 7/8 – Complaints and Resolution Branch
Location: Sydney CBD with hybrid and flexible working options.
Employment: Ongoing or Temporary. A talent pool will be created for this role and other Clerk Grade 7/8 roles across the office, including in the Investigations and Major Projects Branch.
Salary Range: Up to $137,920. Package includes salary ($110,266 – 122,058), 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 Investigation and Resolution Officer (IRO) supports the delivery of the Ombudsman's core complaint handling function by handling assigned complaints with expertise, effectiveness, timeliness and professional objectivity.
Working within an assigned workstream, the IRO receives and assesses complaints either following initial triage by a more senior officer, or as operational needs require, via phone.
About you You will have:
Demonstrated experience in complaint handling or in similar customer-facing resolution role/s.Excellent communication skills, including the ability to communicate well with our diverse stakeholders, and to prepare complex correspondence and reports.An understanding of the statutory functions and work of the Ombudsman.Experience analysing complex matters to distil the relevant issues, and the ability to objectively assess and scrutinise responses to inquiries from subject agencies.Demonstrated ability to work independently and as part of a team.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.Opportunity to utilise and hone mentorship skills and access training to develop supervisory skills.Close to public transport - office is adjacent to Town Hall Train Station.Great team environment and culture.Notes: Online applications must consist of:Covering letter (max 2 pages) highlighting your claims for the role and which role you are applying for.CV outlining your skills, knowledge, and experience as relevant to this role.The assessment process will be conducted by a standard panel assessment process.A talent pool may be created through this recruitment process. A talent pool is a pool of applicants who have been assessed and identified as suitable for this role or similar roles, and who may be considered for a range of similar roles, including temporary, term or ongoing roles over the next 18 months.Short listed candidates will be subject to security and other vetting processes.Only applications that are submitted through iworkfor.nsw.gov.au will be accepted.Late applications will not be accepted.All temporary roles may have the opportunity for ongoing employment.Employment at the NSW Ombudsman is subject to the satisfactory completion of security and related vetting including, in part, a criminal records check; signed understanding and acceptance of a range of policies; two statutory declarations relating to conflicts of interest, arrests, charges, convictions and a health declaration.
The NSW Ombudsman promotes a diverse workforce that is representative of the communities we serve. We particularly encourage applications from Aboriginal people, people from culturally and linguistically diverse communities, LGBTIQ+ people and people of all genders, and people with disability. We support flexibility and all roles advertised on a full-time basis may be considered for part-time employment.
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