Complaints Officer, Clerk Grade 5/6

**Act for fairness and integrity**

**Vacancy**: Complaints Officer, Clerk Grade 5/6, Complaints & Resolution Branch
**Location**: Sydney CBD with hybrid and flexible working options.
**Employment**: Ongoing or Temporary (A talent pool will be created) Part-time and full-time positions available.
**Salary Range**:Up to $120,972. Package includes salary ($97,027 - $107,059), employer's contribution to superannuation and annual leave loading

**About the NSW Ombudsman**

Government agencies touch and impact the lives of the people of NSW every day, and we are there to make sure those interactions are fair. Government is complex and people need to have confidence that someone is holding government agencies to account if their actions are unreasonable, wrong or unlawful.

We are that someone. We are the organisation that shines a light on serious wrong conduct in the delivery of government services. Our ultimate goal is that everyone receives the right services and fair treatment from the agencies we oversight.

Our scope is broad. We cover services for vulnerable families, including the delivery of community services funded by government; local councils; correctional and youth justice centres; education; environment protection and public transport - to name a few

We work to help resolve problems at an individual level, as well as looking at the bigger picture to promote system improvements in public administration and in the delivery of community services. We are confident in the knowledge that our work will give voice to the individual and bring fairness and balance to how the government delivers to the public it serves.

We are committed to providing a range of career development opportunities. We aim to guide and help our people with the skills they need to lead our organisation and give the most impact to what they do.

**The Role**

The Complaints Officer is a role within the Complaints and Resolution Branch and deals with complaints and enquiries from members of the public concerned about NSW Government agencies, local councils, and some community services, as well as from people working for public authorities disclosing possible wrongdoing.

The Complaints Officer supports the Ombudsman’s Monday to Friday phone intake service and represents the first point of contact with the public. The Complaints Officer will be responsible for managing a mix of matters received electronically and over the phone, determining next steps and providing relevant advice to complainants.

The Complaints Officer provides the opportunity to combine customer service skills and analytical abilities in resolving and responding to matters.

The Complaints and Resolution Branch is comprised of five work streams in addition to a team focused on business improvement and support. Each work stream handles a grouping of complaint types based on sector or agencies on an end-to-end basis.

**About you**
- Strong communication skills, including having the ability to communicate effectively verbally and in writing with our diverse stakeholders.
- Strong customer service and/or complaint handling skills, and the ability to deal with diverse and often vulnerable members of the public.
- The ability to maintain impartiality while managing sometimes difficult situations and making quick decisions.
- The ability to analyse complex information to identify key issues, determine jurisdiction and prepare accurate and concise reasons for decisions.
- Commitment to providing positive customer service.
- The ability to work in a high-volume environment, with the ability to prioritise and manage your time and competing demands.
- The ability to work in a team and independently.

**What can we offer?**
- Competitive salary and future growth opportunities within NSW Ombudsman
- Flexibility and the capacity to work in a hybrid way
- Work life balance with a 35-hour work week
- Close to public transport - office is adjacent to Town Hall Train Station
- Great team environment and culture
- Fitness Passport

**Notes**:
A. your answer to the 2 Targeted Questions (max 300 words each):

- The Complaints Officer is expected to manage competing priorities day to day. Please explain your approach to staying organised, including any tools or strategies you have used successfully in the past.
- Tell us about a time where you identified an opportunity to resolve a problem or situation for someone. Explain the situation and what you did to resolve the matter.

B. a covering letter (max 2 pages) highlighting how your skills and experience meet the requirements of the role
C. a CV outlining your skills, knowledge, and experience as relevant to this role.

**Additional Notes**:

- The assessment process will be conducted by a standard panel assessment process.
- A talent pool may be created through this recruitment process. A recruitment pool is a pool of applicants who have been assessed and identified as suitable for this role or similar roles, and who may be consid