Complaints Assessment and Administration Officer

Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an exciting time to join Cumberland.

Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland is the fourth most populous LGA in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another.

Our people are focused on driving community outcomes, programs and services to innovate, inspire and deliver change for the community we represent.

Cumberland City Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people. Council has worked hard to fulfil its community’s vision for Cumberland as a place where anyone can feel **_welcome_**, **_belong_**_ _and **_succeed_**.

**ABOUT THE OPPORTUNITY**:
Cumberland City Council, along with City of Parramatta Council and Inner West Council, offers an Internal Ombudsman Shared Service for the community and this role is employed within that service. The Internal Ombudsmand Shared Service (IOSS) provides residents, community members, ratepayers, local businesses, staff, Councillors and other Council stakeholders with an 'independant ear' regarding complaints and promotes compliance with the law and best practice in administration across City of Parramatta, Cumberland City and Inner West Councils.

The IOSS have an exciting opportunity within their team for an experienced professional to join them in this exciting role. Responsible for providing front-line complaint handling, the Complaints Assessment and Administration Officer undertakes complaints assessment and research activities, preparation of responses and executive reports, and provides essential administrative support across the IOSS team.

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 term contract, full-time position, working a 70 hour fortnight, with access to Council's 9 day fortnight Accrued Day Off (ADO) arrangement.

This role is predominantly located at the IOSS office located in Auburn office and is required to work across the work locations of the three (3) member Councils.

**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 $1,584.79 to $1,822.51 per week, plus 10.5% 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 or an additional three (3) days' leave for front-facing roles that are unable to access working from home arrangements
- Training and professional development opportunities available to develop skills and grow your career
- Leave entitlements including annual leave,** **15 days personal leave per year, parental leave and access to Long Service Leave after five (5) years (where applicable)
- Three (3) additional grant days of paid leave over Christmas (where applicable)
- Health and Wellbeing Programs to support our staff by providing access to online professional learning, paid leave to undertake a