Complaint 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 safety and wellbeing 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**:
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,** **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 Chri