Complaint Assessment and Administration Officer

3 weeks ago

Auburn, Australia Inner West Council Full time

**ABOUT THE INNER WEST COUNCIL**:
Inner West Council is among Sydney’s larger local government agencies looking after a vibrant community of 201,000 people living in some of the inner city’s most vibrant, creative, liveable and diverse suburbs.

As we continue to deliver quality, innovative and inclusive programs and services, we would love it if you can join in our journey towards becoming the best council for our community.

We are committed to the principles of Equal Employment Opportunity, WHS, sustainability, continuous improvement and business excellence. The community is at the heart of the organisation and Council puts its values of **Integrity, Respect, Innovation, Compassion and Collaboration **at the centre of everything that we do. We are here to be of service to the community and make Inner West a great place to be. We expect commitment to these values from all employees in performing their respective roles.

We offer flexible career life balance with hours that allow you to relax and recharge. **We offer a variety of flexible work arrangement options** (e.g. flexible hours and working from home) where appropriate giving you even greater quality of work life balance.

Permanent employees benefit from our great value **gym membership from $15.50/week** giving access to a vast network of gyms in Sydney.

**ABOUT THE OPPORTUNITY**:
The Internal Ombudsman Shared Service (IOSS) reports directly to the IOSS Management Committee comprising the member Councils of City of Parramatta, Cumberland City, and Inner West Councils. The IOSS provides residents, community members, ratepayers, local businesses, staff, Councillors, and other Council stakeholders with an ‘independent ear’ regarding complaints about: administrative conduct; unethical behaviour by Council; corrupt conduct; misconduct; or maladministration. All operations of the IOSS are underpinned by the principles of procedural fairness; accountability; transparency; and fairness. The IOSS’s jurisdiction extends across the member Councils of the shared service.

The IOSS promotes awareness of the Councils' responsibilities to the public, to act reasonably and to comply with the law and best practice in administration. Internal Ombudsman operates under relevant legislation and policies of each Council.

The Complaint Assessment and Administration Officer provides front-line complaint handling and customer service; undertakes complaints assessment and research activities; preparation of complaint responses and executive reports; and provides administrative support across the team within the IOSS.

The successful applicant will require:

- Demonstrated complaint handling ability and experience, including sound negotiation, consultation, and dispute resolution skills
- Excellent communication, interpersonal and problem-solving skills, including:

- Oral communication
- Facilitation, negotiation and conflict resolution
- Demonstrated report writing ability, including across a number of formats and audience styles
- Sound decision-making ability
- Strong analytical skills
- Demonstrated ability to work independently and complete a broad range of tasks
- Demonstrated ability to exercise initiative, including ability to initiate and respond effectively to change
- Demonstrated commitment to high level ethical principles and practices and procedural fairness
- Demonstrated ability to report on, recommend and implement improvements to the complaint handling and administrative systems
- Demonstrated ability to manage concurrent projects with competing deadlines
- Understanding of equal employment opportunities, workplace health and safety and ethical practice principles and the ability to act with probity at all times
- Behaviour that positively demonstrates the values of the member Councils and compliance with the Code of Conduct and the member Councils' policies and procedures.

Download the position description here for more information.

**Position information**: This is a permanent, full-time position, working a 70 hour fortnight, with access to Council's 9 day fortnight Accrued Day Off (ADO) arrangement.

This role is based out of the Internal Ombudsman Shared Service office in Auburn, with the requirement to travel to and work from all three Councils' worksites.

**Salary information**: The salary and conditions of employment are in accordance with the NSW Local Government (State) Award.
- Grade 11 of the Cumberland Salary Structure with a salary range of $1,656.10 to $1,904.51 per week, plus 11% superannuation
- The commencing salary will be negotiated, taking into consideration the successful applicant's qualifications, skills and experience related to the role

**WHAT WE CAN OFFER**:

- We promote work-life balance and offer flexible working arrangements including working from home opportunities
- Training and professional development opportunities available to develop skills and grow your career
- Leave entitlements including annual leave

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