Complaint Assessment and Administration Officer

Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland City Council is the fourth most populous Local Government Area 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 and 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. The IOSS 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.

**About this role**:

- Permanent, full-time position
- 70 hour fortnight
- Access to Council's 9 day fortnight Accrued Day Off (ADO)
- 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 $1,765.48 to $2,030.30 per week, plus 12% superannuation (commencing first pay period in July 2025)
- The commencing salary will be negotiated, taking into consideration the successful applicant's qualifications, skills and experience related to the role

**What you'll need to have for this role**:

- The right to live and work in Australia
- Be able to provide information for pre-employment checks required for the position, including attending a physical pre-employment medical examination as required
- Participate in health monitoring as outlined in the risk assessment for this position and Council’s Health Monitoring Procedure, as required
- Provide evidence of your vaccination status as part of the employment screening process, in accordance with Council’s COVID-19 Vaccination Procedure.

**WHAT WE CAN OFFER**:

- We promote work-life balance and offer flexible working arrangements including working from home opportunities or up to an additional five (5) 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 a