EL1 Assistant Director Complaints

1 day ago

Melbourne, Victoria, Australia c5a2a8ad-c8b4-46cb-94c8-cb0345f6c68c Full time $117,665 - $138,493 per year

Join our team as an EL1 Assistant Director Complaints

This ongoing, hybrid role within the Governance team at The Administrative Review Tribunal can be located in either Adelaide, Brisbane, Canberra, Hobart, Darwin, Perth, Melbourne and Sydney

Remuneration:
The annual salary range for the position is EL1 - $117,665 - $138,493 p.a., plus a generous employer superannuation contribution of 15.4%.

About the opportunity

The Assistant Director Complaints works within the Governance section to ensure the efficient and effective delivery of the Administrative Review Tribunal's (ART) external complaints management function. This involves managing a small national team, providing strategic expertise and driving continuous improvement of protocols and processes. The Assistant Director, Complaints will also champion best practice in complaints management through engagement with senior management and other stakeholders across the ART.

This role may involve complainants sharing sensitive or traumatic experiences. You will understand the emotional nature of this work and be prepared to engage with respect, empathy and use a trauma informed approach

About you:

To be successful you will:

  • Have highly developed analytical skills, including the ability to interpret and assess conflicting or ambiguous information and draw conclusions from reports, trends and other sources.
  • Have demonstrated ability to think strategically and work with a high level of autonomy to solve problems, undertake risk management activities and implement business improvements.
  • Have proven leadership and management skills, with the ability to coordinate competing priorities, develop team capability and support staff dealing with complex caseloads.
  • Have an extensive understanding, or the ability to rapidly develop an extensive understanding of the ART's operations, structure, and legislative and policy framework.

Essential:

  • The ability to obtain and maintain a baseline security clearance
  • The Tribunal requires Australian Citizenship as a condition of engagement.
  • All employees are required to undertake an Australian Federal Police Check and complete a health declaration.

Desirable:

  • Relevant qualifications, training or experience in complaint management

More information about this position, the scope of the role, duties and required capabilities and experience, is contained within the Position Description, which is linked below and available on our Career Opportunities page.

How to apply:

To be considered, all applications must be submitted online via the
Career Opportunities page. Please click on the job title you are applying for, click apply at the top of the page and follow the instructions on the online application.
Please do not apply via SEEK Apply portal.

Please submit a CV (e.g. of no more than 4 pages) and cover letter (of no more than 2 pages) addressing how your experience matches the capabilities and experience of role, referring to the Position Description.

Applications close: Thursday, 27 November 2025 at 11:45pm (AEDT)

Should you wish to discuss this position, please contact:

Name: Lyndon Gray

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