The Independent Review Office (IRO) is looking for Senior Dispute Resolution Officers to join our team.
This is an exciting opportunity to join the IRO's Solutions Group (based in Sydney CBD) and make a positive difference for people injured at work or on the road in NSW. The Solutions Group is responsible for providing expert advice and finding solutions to complaints from customers across the statutory workers and motor accidents (CTP) compensation schemes in NSW.
About the opportunity: 2 x temporary Senior Dispute Resolution Officer roles up to 12 months based in Sydney CBD
Clerk Grade 7/8 salary ranging from $106,025 - $117,363 plus Superannuation and annual leave loading
Closing date 14th October 2024 at 9.59am
About the IRO: The Independent Review Office (IRO) is a small independent agency that provides support to people injured at work or on the road in NSW. The IRO's functions include:
finding solutions to complaints from people injured at work or on the road about their insurer
administering the Independent Legal Assistance and Review Service (ILARS), and
conducting inquiries into matters arising in connection with the operation of the workers and motor accidents compensation legislation and Personal Injury Commission Act 2020.
About the team: The Solutions Group manages enquiries and helps find solutions to complaints from customers across the workers and motor accidents (CTP) compensation schemes in NSW. This includes providing advice to customers about their rights, entitlements and obligations, transferring customer matters to other organizations for management, and dealing with complaints from customers about their insurers.
The team consists of Dispute Resolution and Senior Dispute Resolution Officers supported by a leadership team comprised of the Director, Manager, and Assistant Manager Solutions. The Principal Lawyer Dispute Resolution also guides staff in interpreting and applying legislation and manages early intervention dispute cases.
The Solutions Group is available for customers Monday to Friday between 8:30am and 5pm, with flexible working arrangements usually between two shifts 8:30am – 4:30pm and 9am – 5pm.
About the Role: You will provide exemplary customer service and expert advice to customers and their representatives by phone or in writing. This includes answering inbound overflow calls received via a virtual contact centre or correspondence received by email or through the IRO website.
You will be expected to provide accurate information to customers about their rights, entitlements and obligations under workers or motor accidents legislation. You will take ownership of customer outcomes, ensuring that the provision of timely advice and quality support meets customer expectations and needs.
The key accountabilities of a Senior Dispute Resolution Officer include: Providing general advice in response to customer enquiries about their rights, entitlements and obligations in relation to their workers or motor accidents claim, and options available to resolve complaints or disputes about their insurer. The initial intake and assessment of customer complaints about their insurer to determine if the IRO can handle the matter. Providing options to customers about the alternate complaint and dispute pathways that exist for matters falling outside the IRO's jurisdiction. Managing complex complaints by seeking information from the customer and their insurer and facilitating a fair solution considering the relevant legislation, guidelines, standards and Customer Service Conduct Principles. Drafting comprehensive correspondence to customers, insurers, and other stakeholders detailing your findings in response to customer complaints and the reasons for these. Acting as an escalation point for Dispute Resolution Officers when they identify complex matters or concerns requiring management by a Senior Dispute Resolution Officer. Identifying health, safety, financial or other risks to the welfare of customers, contraventions of the legislation or breaches of the guidelines, standards, or principles by insurers, or fraudulent conduct by any party in connection with a workers or motor accidents claim and preparing detailed referrals. About you: You have a genuine passion for helping customers and the ability to influence and negotiate outcomes in a fast-paced environment. You can distil complex and conflicting information from multiple sources and interpret legislation and policy to arrive at evidenced-based conclusions. You approach customers with empathy and respect, demonstrate an awareness of the psychosocial factors that impact customer experience and conduct. You draw upon a positive mindset to maintain your resilience while balancing competing priorities. What we need from you: To start your journey towards joining our Solutions team please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages) outlining your motivation in applying for this role and how your skills are aligned to the focus capabilities for the position.
A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.
For any enquiries about the role please contact Benjamin Walker on
For any enquiries regarding this recruitment, please contact Nathan Ly on
Closing Date: Monday 14th October at 10am 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.
If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via or 02 9494 8351.
#J-18808-Ljbffr
