Assessment Officer, Clerk Grade 5/6, Complaints And Resolution Branch

Come join our team to make a difference in the NSW public sector!

Vacancy: 3x Assessment Officer, Clerk Grade 5/6, Complaints and Resolution Branch
Location: Sydney CBD with hybrid and flexible working options.
Employment:  Ongoing and Temporary
Salary Range:Up to Up to $115,797. Package includes salary ($93,295- $102,941), employer's contribution to superannuation and annual leave loading.

About the NSW Ombudsman

The NSW Ombudsman’s Office is continuing to pursue our goals of ensuring everyone in NSW is treated fairly, and that public authorities and community service providers act in ways that are lawful, reasonable, and accountable.

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.

We strive to have a workforce that reflects the breadth and diversity of the people of NSW. We seek people who will bring their whole self and their experiences to our work. We are particularly keen to hear from people with lived experiences relevant to our work, people with disability, LGBTIQ+ people, First Nations people, and people from various culturally and linguistically diverse communities.

We encourage anyone from any diverse background to apply and join an organisation that makes a difference to the people of NSW.

The Roles

The Assessment Officer will serve as the first point of contact for complaints or enquiries received from members of the public concerned about NSW Government agencies, local councils, and some community services, as well as contact from people working for public authorities disclosing possible wrongdoing. The current opportunities are generalist roles which will become specialised in the coming months.

The Assessment Officer will be responsible for managing a mix of matters received electronically, in person and through the NSW Ombudsman’s phone service and is responsible for the provision of relevant advice to stakeholders. The Assessment Officer position provides the opportunity to combine customer service skills and analytical abilities in resolving and responding to matters.

About you

You will:

• have a solid understanding of the statutory functions and work of the NSW Ombudsman and are able to apply this to your handling of complaints.
• be a skilled communicator, including having the ability to communicate effectively with our diverse stakeholders and to prepare correspondence, including providing clear reasons for our actions.
• have solid customer service and complaint handling skills and can act confidently in your dealings with a diverse and often vulnerable stakeholder base - whilst maintaining impartiality.
• have the ability to analyse complex information to identify key issues, determine jurisdiction and prepare accurate and concise recommendations.
• be committed to providing customer service and quick decision making while supporting the NSW Ombudsman’s phone intake service.
• be well-equipped to work in a high-volume environment, with the ability to prioritise and manage your time and competing demands.
• have the ability to work in an environment with tight timeframes and will thrive working independently or as part of a team.

The NSW Ombudsman is an organisation that holds integrity, clarity and fairness in high-regard and so do you.

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
• 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 highlighting your claims for the role. 
• Resume outlining your skills, knowledge, and experience as relevant to this role.

Additional Notes:

• The assessment process will be conducted by a standard panel assessment process.
• A recruitment pool may be created through this recruitment process. A recruitment 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.

Additional Information is available at the following links.

Role Description
NSW Ombudsman Website

Closing date:  Tuesday 16 April 2024  

Inquiries can be directed toRecruitment team via ***********@ombo.nsw.gov.au