Deputy Ombudsman, Complaints Resolution

**Pursue fairness for the people of NSW**

**Vacancy**: Deputy Ombudsman, Complaints Resolution, SE Band 1
**Location**: Sydney CBD with hybrid and flexible working options
**Employment**: Statutory Appointment (up to 5-year term with eligibility for re-appointment)
**Salary Range**: $262,517 - $286,620 total remuneration package

**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**

Following a period of growth, we are expanding our executive team with the appointment of two Deputy Ombudsman to lead the Complaints Resolution Branches — each responsible for managing complaints across a broad range of NSW public and community service sectors. These key roles lead teams responsible for responding to complaints across a wide and diverse range of NSW public and community services. These are senior leadership roles that play a key part in promoting fairness, accountability, and trust in the public services people rely on every day.

Each Deputy Ombudsman will oversee the delivery of high-quality, timely services within their branch, exercising delegated statutory functions and leading teams to resolve complaints effectively and proportionately. They will also be responsible for overseeing the conduct of investigations into serious matters.

The roles offer a valuable opportunity to strengthen how we support the public and improve systems across government. Key priorities include enhancing the accessibility and visibility of our services, managing the expectations of diverse stakeholders, and ensuring decisions are made with fairness, consistency, and discretion. These roles call for leaders who take ownership of significant decisions, drive performance and culture across their branches, and build strong relationships both inside and outside the organisation.

**About you**
- Exceptional stakeholder engagement and communication skills with the ability to collaborate, influence and negotiate with a diverse range of internal and external stakeholders.
- Proven ability to exercise good judgement and sound decision-making in highly sensitive and complex matters relating to public administration.
- A strong understanding of the public sector and related regulatory and statutory requirements, supported by a proven commitment to exceptional customer service. Tertiary qualifications in a relevant field e.g. law, public administration or public policy.

**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
- Opportunity to utilise and hone management and mentorship skills
- Close to public transport - office is adjacent to Town Hall Train Station
- Great team environment and culture
- Fitness passport with access to fitness facilities across NSW

**Notes**
- Covering letter (max 2 pages) highlighting your claims for the role
- CV outlining your skills, knowledge, and experience as relevant to this role.
- The assessment process will be conducted by a standard panel assessment process.
- A recruitment 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 considered for a range of similar roles, including temporary, term or ongoing roles over the next 18 months.
- All temporary roles may have the opportunity for ongoing employment.

**Additional Information is available at the following links.**

Role description
NSW Ombudsman Website

**Closing date**: Midnight, Sunday 25 May 2025

For a confidential