Compliance Management Lead

3 weeks ago


Sydney, New South Wales, Australia Legal Aid NSW Full time
About the Role
We are seeking a highly skilled Compliance Management Lead to join our team in Sydney. This is an exciting opportunity for someone who is passionate about delivering excellence and customer centrism across all complaints handling functions.

As a key member of our Assessments Branch, you will play a central role in leading and coordinating the end-to-end triaging and assessment of designated categories of complaints with a moderate risk level. You will also be responsible for overseeing high-quality performance reporting and risk management in complaints operations.

To be successful in this role, you will need to have existing Australian work rights and tertiary qualifications in a relevant discipline or equivalent experience. You will also need to be willing to undergo background verification checks and provide proof of your COVID-19 vaccination status.

About You:
We are looking for someone with previous experience working for a complaints handling entity, regulatory agency or independent oversight/review agency. You will need to demonstrate strong moral and ethical principles, as well as uncompromising adherence to public sector values and code of ethics and conduct.

Your Key Responsibilities Will Include:
• Leading a specialist assessment team with carriage of specific types of complaints and providing sound advice and direction to ensure consistent risk-based decisions which are timely and customer centric.
• Ensuring consistent and effective risk-based triaging and/or management of complaints, with direct accountability for the processes, practices and outcome decisions for medium risk complaints.
• Reviewing and authorising relevant information requests to health practitioners, consumers, and health organisations.
• Providing advice and mentorship to team members to strengthen their professional development, including advising on caseload management strategies, fostering customer-centric complaints practices, and guiding the framing of assessment briefs.

About the Salary
The salary for this position is estimated to be between $116,211 and $128,061 per annum, plus superannuation and annual leave loading. You will also receive flexible working arrangements, including a hybrid work-from-home/office model, flexible start and finish times, and accrual of flex leave.

About the Company
The Health Care Complaints Commission (HCCC) is an independent statutory body that plays a central part in maintaining the integrity of the NSW health system. We are committed to protecting public health and safety, and we are looking for someone who shares our values and passion for delivering exceptional outcomes.

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