Investigation Officer, Clerk Grade 7/8, Complaints & Resolution Branch

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

Vacancy: Investigation Officer, Clerk Grade 7/8, Complaints & Resolution Branch – Ongoing, Temporary and Talent Pool.
Location: Sydney CBD with hybrid and flexible working options.
Employment:  Ongoing/temporary/talent pool.
Salary Range: Up to $132,021 Package includes salary ($106,025 - $117,363), 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 Role 

The Investigation Officer, Grade 7/8 in the Complaints and Resolution Branch manages complex complaints, resolves complaints through the making of inquiries and other dispute resolution methodologies including conciliation, and communicates with influence. They seek to resolve complaints in the most efficient manner possible and with appropriate regard to the effective use of public resources. They are a strong team player and provide timely advice to senior and other relevant staff on trends, systemic issues, matters of concern, and common complaint themes. 

They liaise with stakeholders, critically analyse agency responses to complaints, and monitor undertakings and recommendations stemming from investigations and complaint handling work. They produce high quality written correspondence and have strong verbal communication skills. They may also contribute to the preparation of other reports and publications related to the work of the Ombudsman.

About you

• You bring empathy and expertise to your work; you undertake your work in a way that respects the range of lived experience within our community.
• You are an excellent communicator, who writes fluently and persuasively, with strong ability to translate technical and complex information concisely for a diverse audience.
• You are resilient and demonstrate sound judgment with a solid ability to manage an end-to-end complaints process, with excellent customer service skills.
•  You are competent in interpreting and applying legislation, policy and best practice as a core part of your work.
• You work collaboratively with your team, you are inclusive and value diverse opinions, people and communities.
• You are passionate about your work and promote positive, professional service in a high-volume complaints environment.
• You have solid complaint handling experience, or similar, preferably in the public sector.

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.
• 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:  Wednesday, 13 March 2024 11:59pm

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

We provide adjustments including alternative formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternative formats) or have an enquiry about the support provided, please contact Sheena on 02 9157 9*** or ***********@ombo.nsw.gov.au.