Manager, Complaint Handling System Reviews

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

Vacancy: Manager, Complaint Handling System Reviews, Clerk Grade 11/12 – Systems Oversight Branch
Location: Sydney CBD with hybrid and flexible working options.
Employment: Ongoing or Temporary 
Salary Range: Up to $181,853. Package includes salary ($139,787 - $161,663), employer's contribution to superannuation and annual leave loading 

About the NSWOmbudsman

The NSW Ombudsman is an independent integrity agency that pursues fairness for the people of NSW. Through Complaint Handling, review, monitoring, investigation, advice, training and community education, we seek to improve the administration and delivery of public and community services in NSW.

We are currently looking for a diverse range of people who share our commitment to the public interest. We are looking for people who want to make a real difference by working in a purpose driven and ethical organisation.

We are building a workforce that is as diverse as the people we serve. 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 Manager, Complaints Handling Systems Reviews will lead and manage the Complaints Handling within the Systems Oversight branch to ensure reviews are undertaken in accordance with the statutory functions of the Ombudsman established standards of Complaint Handling.

About you    

• You will have experience in developing and implementing frameworks for the review of the complaints Handling Systems of public authorities, to report on issues relating to those systems, review the policies and performance of the public authority and to made recommendations to improve or otherwise address deficiencies within those systems.
• You will provide clear direction and strategic advice to the Deputy Ombudsman, Systems Oversight and the Chief Deputy Ombudsman, as well as other statutory officers, to enable them to perform statutory functions in a lawful and accountable manner.
• Ability to identify emerging service delivery challenges and potential process or system-level solutions to improve business processes and stakeholder satisfaction and collaborate with other relevant managers to implement improvements.
• Ability to perform quality assurance of the work undertaken by team members including providing constructive feedback and technical expertise, modelling, training and support. Manage and develop the team ensuring effective induction, ongoing supervision and performance management as well as staff wellbeing.
• Demonstrated experience in building staff and team capability to produce high quality reports, findings and recommendations which have a sound legal and evidentiary basis. Monitor public authority responses to, and implementation of, recommendations. 

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 management and mentorship 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 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: 23rd February 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 Amy on (02) 9286 1*** or ***********@ombo.nsw.gov.au.