Manager Dispute Services

2 weeks ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**Manager, Dispute Services - Grade 11/12**

The Personal Injury Commission (PIC), within NSW Department of Customer Service (DCS), is currently looking for a Manager, Dispute Services to join the Medical Services team

**Benefits**:

- Fulltime ongoing role based in Sydney CBD
- Grade 11/12; Salary package ranging from $134,411 - $155,445 per annum plus super
- Genuinely flexible working arrangements
- Wellbeing programs and resources available
- Excellent career development and learning development opportunities.

**About Us**:
The Personal Injury Commission (PIC) resolves disputes between people injured in motor accidents and workplaces in NSW and insurers.

The Commission is an independent statutory tribunal within the New South Wales justice system, committed to providing a transparent and independent dispute resolution service.

Resolving disputes efficiently in the shortest time frame is a priority for the Commission. We work with all parties (injured persons, insurers, and employers, where relevant) to discuss ways of achieving this.

Understand more about The Personal Injury Commission (PIC) HERE

**Primary purpose of the role**:

- Our Dispute Services team is responsible for providing guidance and advice on sensitive and complex case management issues.
- You will be responsible for ensuring that advice is provided professionally, accurately and efficiently and ensure that staff are trained and knowledgeable in the relevant Acts and procedures required to meet and exceed their KPI’s.

**You will also be responsible for**:

- Leading and managing the delivery of case management services to reflect legislative and procedural requirements and to meet targets and service standards.
- Managing the performance of the team of approximately 25 to ensure they have the support and training to provide excellent service.
- Overseeing compliance and ensuring procedures are in place to ensure governance to the relevant framework.
- Understanding and interpreting the relevant Acts and ensuring changes are actively circulated within the team to ensure advice given is accurate.
- Reviewing data in order to report on team performance and understand teamwork volumes.

**About you**:
***You will have experience in a customer centric environment, ideally with knowledge and experience in tribunals, legal, insurance, industrial relations/workplace relations, or return to work organisations.

**To be successful, you will demonstrate**:

- Strong people leadership, ability to motivate and guide an experienced team to perform and proactively address opportunities to make things more efficient.
- Experience in adapting to growing teams to develop a cohesive culture.
- Tech savvy - ability to drive adoption of new technology.
- Ability to analyse and interpret data in order to report and monitor team performance and objectives.
- Experience interpreting acts and legislation.
- Deep understanding of compliance and procedure development
- Ability to engage with a variety of stakeholders and to adapt your communication style to suit your audience.
- Capacity to work in a fast paced, high-volume environment with the ability to appropriately prioritise your work and support your team to do the same.
- Ability to build rapport with others quickly and
- Ability to interpret the strategic objectives of the PIC and operationalise them.

If you want to be part of this forward thinking, innovative team that thrives in challenging the status quo, we would love to hear from you

**What we need from you**:
An up-to-date resume of no more than five (5) pages which clearly shows your skills and experience relevant to the role.

A** talent pool** may be created from this recruitment process to fill future ongoing and temporary opportunities.

Salary Grade 11/12, with the base salary for this role starting at $134411 base plus superannuation

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

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