Advocacy & Governance Specialist

**Advocacy & Governance Specialist**

**Summary**: Support advocacy for fair and empathetic outcomes for those we serve across all schemes by assisting with the identification of best practice customer advocacy approaches and maintaining an enterprise approach to customer governance
- Permanent Full-Time position
- Hybrid working environment (3 days in the office), offering starting salary of $106,025.00

**Location**

Sydney city

**About the Role**

Support advocacy for fair and empathetic outcomes for those we serve across all schemes by assisting with the identification of best practice customer advocacy approaches; maintaining enterprise policies, standards and principles for Putting Those We Serve First; maintaining an enterprise approach to customer governance; and enabling effective governance and oversight of icare’s Complaints Framework.

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 17.5% annual leave loading
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

It’s an exciting time at icare where no two days are the same; as **Advocacy & Governance Specialist** you will:

- Contribute to building a shared sense of direction to deliver fair and empathetic outcomes for those we serve across including recognising the needs of those experiencing vulnerable, challenging or complex circumstances and supporting cultural change and capability and competency build activities within schemes to deliver better outcomes.
- Support a sustainable customer advocacy program that promotes Putting Those We Serve First including assisting with ongoing engagement with key external stakeholders and supporting ongoing direct contact with those we serve, their feedback and their representatives.
- Support advocacy for continuous improvement activities that support better outcomes for those we serve by undertaking monitoring of internal and external activity in relation to customer impacting trends, insights and industry developments and contributing to analysis of best practice community and customer related strategies, policies and governance.
- Support customer governance and oversight activities to enable improved scheme service design and service delivery, fair decision-making and improved conduct risk management including assisting with the provision of expert advice, impartial guidance and challenge.
- Contribute to the development of enterprise policies, standards, frameworks, guidelines and principles through research and stakeholder consultation.
- Maintain effective quality and risk controls.

**Skills & Experience**
- Tertiary qualification in law or other relevant discipline
- 5+ years of experience of working in relevant discipline.
- Experience with customer advocacy, strategy, policy development, compliance, regulatory affairs or equivalent experience acquired in a regulated operating environment.
- Experience balancing customer outcomes with commercial objectives and regulatory requirements, supporting cultural change programs and consulting and relationship management experience at senior executive levels.
- Approachable with an open communication style and ability to deal with a range of people at different levels including those experiencing complex circumstances.
- Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of stakeholders.
- Strong organisational/time management skills
- Demonstrated analytical and problem-solving skills, combined with integrity and high ethical standards, enabling appropriate decision-making supported by well-articulated and reasoned judgement.
- Successful track record working within a cross-functional team, and across multiple stakeholders and geographies, to deliver outcomes.
- Shows resilience, drive and commitment with the ability to work effectively in a constantly changing and pressured environment.

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

**About the Company**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
- For more information about icare visit our website
- **icare operates a direct sourcing model so no agency introductions will be accepted**
- We are a Circle Back Initiative Employer - we commit to respond to ever