Dispute Resolution Officer

2 days ago

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

**Solutions Dispute Resolution Officer**
- Focus on solving CTP complaints.
- Ongoing full-time role available in Sydney CBD.
- Clerk Grade 5/6, salary ranging from $89,707 - $98,982 base per annum plus employer’s contribution to superannuation and annual leave loading.

**The organisation**

The IRO is an independent statutory office established under the Personal Injury Commission Act 2020. Simon Cohen is the current Independent Review Officer. The Officer is supported by an expert team.

The statutory functions of the IRO include to:

- find solutions for persons injured at work or in motor vehicle accidents with complaints about their insurers.
- manage and administer the Independent Legal Assistance and Review Service (ILARS)
- conduct inquiries into matters arising in connection with the operation of the Personal Injury Commission Act 2020 and the workers’ compensation and motor vehicle accident legislation.

**About the Role**

You will act as the first point of contact for injured persons with complaints and enquiries about insurers in relation to NSW workers compensation legislation and motor accident compensation legislation to ensure the provision of timely and accurate information, advice and assistance and to support the achievement of service delivery outcomes.

**Key accountabilities**:

- Provide general advice about entitlements, obligations and changes to compensation schemes to callers/injured persons.
- Provide initial support to injured persons to resolve their grievances.
- Assist injured persons with enquiries about compensation claims process and avenues for dispute resolution.
- Triage complex matters for referral to the Senior Dispute Resolution Officer.
- Prepare and triage complex matters for referral.
- Prepare and issue Notices of Complaint to insurers.
- Review response from Insurer to Preliminary Inquiry and recommend whether case should close, further information is required, or an investigation is required.
- Provide support to the Senior Dispute Resolution Officer in the conduct of formal investigations to ensure that investigations meet stated quality and time standards.

**What we need from you**:
A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities for a period of up to 18 months.

Salary Grade 5/6, with the base salary for this role starting at $89707 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.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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