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Intake Officer, Complaints
2 weeks ago
Act for fairness and integrity
Vacancy: Intake Officer, Clerk Grade 3/4, Complaints & Resolution Branch
Location: Sydney CBD with hybrid and flexible working options.
Employment: Ongoing or Temporary
Salary Range: Up to $101,697. Package includes salary ($82,193 - $90,001), 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 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
Intake Officers are the first point of contact for incoming complaints and enquiries to the NSW Ombudsman. They work both independently and as part of a small team to manage the high volume of contacts received by the office. They provide a complaints "concierge" service, to redirect complainants internally, or to provide them with practical advice, guidance and referrals if their complaint is not something the office can assist with. Each year the Team handles around 22,000 telephone contacts and 7,000 written contacts.
Intake Officers are adept at problem-solving and use their strong communication skills to assess and action contacts. They confidently and professionally manage interactions with heightened or distressed callers, and display empathy and resilience to remain calm and composed under pressure.
In addition to call handling, Intake Officers must maintain accurate and timely case records. They must also manage a case load of written contacts that require clear and concise written responses.
About you
- We are seeking professional, customer service driven team players who preferably have experience in call centre, concierge or complaint handling roles.
- You should be adaptable, calm under pressure, and committed to delivering a high-quality service within a supportive team
- Enjoy working in a fast-paced environment and juggling competing tasks and priorities
- Possess strong communication and interpersonal skills, allowing you to effectively interact with diverse members of the public, and manage difficult or sensitive conversations with empathy and discretion
- Able to research and trouble-shoot, often on the spot, to make well informed decisions and provide accurate information and guidance
- Able to deal with members of the public who present in person and may require assistance when necessary
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:
- Online applications must consist of:
- Covering letter (max 2 pages) highlighting your claims for the role and which role you are applying for.
- 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.
- Short listed candidates will be subject to security and other vetting processes.
- Only applications that are submitted through will be accepted.
- Late applications will not be accepted.
- All temporary roles may have the opportunity for ongoing employment.
Employment at the NSW Ombudsman is subject to the satisfactory completion of security and related vetting including, in part, a criminal records check; signed understanding and acceptance of a range of policies; two statutory declarations relating to conflicts of interest, arrests, charges, convictions and a health declaration.
The NSW Ombudsman promotes a diverse workforce that is representative of the communities we serve. We particularly encourage applications from Aboriginal people, people from culturally and linguistically diverse communities, LGBTIQ people and people of all genders, and people with disability. We support flexibility and all roles advertised on a full-time basis may be considered for part-time employment.
Additional Information is available at the following links.
Role description
NSW Ombudsman Website
Closing date: Monday, 9th June 2025,11:59PM
Inquiries can be directed to Recruitment team via ***********
We provide adjustments including alternative formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternative formats) or have an enquiry about the support provided, please contact Amy on *** opt. 1 or ***********
