Complaints Advisor

Premier's Department

Complaints Advisor

You. At the centre of big ideas.

• Opportunity to make a meaningful impact by helping resolve complex complaints, educating stakeholders, and contributing to compliance improvements.
• Provide support services and stakeholders support on a range of complex compliant management matters.
• Ongoing Clerk Grade 5/6 role ($99,938 - $110,271 per annum), based in Martin Place, Sydney.

About the Role

Join us as a Complaints Advisor, in the People and Workforce Group, Industrial Relations State Inspectorate Branch. You will play a vital role in triaging and resolving complex complaints, supporting compliance activities, and ensuring a high standard of service delivery. In this frontline role, you'll interact with a wide range of internal and external stakeholders, applying your knowledge of legislation and procedures to assist with enquiries, identify risks, and drive service improvements. Expect a fast-paced, detail-oriented environment where your contributions help shape better outcomes for both the department and the people we serve.

To learn more about the role please review the Role Description.

We're Looking For

• Resilience and Courage: You will be resilient and enjoy managing a range of complex and sensitive matters in a front-line environment.
• Collaboration: You will have experience collaborating with a diverse range of stakeholders and the ability to support the education of stakeholders on legislation, responsibilities and procedures.
• Think and Solve Problems: You will respond to enquiries and complaints and apply specialised knowledge to help solve complex problems and facilitate high quality service outcomes.
• Record Management Systems Experience: You will have experience using electronic management systems to case manage and report on issues. You will have a strong administrative background with a compliance focus.

We value diverse experiences. Even if you're not sure you meet all requirements, we encourage you to apply.

Why Join Us?

• Flexible Working: Broad range of flexible working arrangements
• Career Development: Ongoing learning through expert-led sessions, online training, and professional development opportunities
• Work-Life Balance: Flex time accrual for extra hours worked (for non-executive roles) based on a 35-hour standard week
• Wellbeing Support: Access to employee assistance program, fitness passport program, and wellbeing initiatives
• Inclusive Culture: Staff-led networks including Aboriginal Staff Advisory Committee, Diversity & Inclusion Network, and Young Professionals Network

How to Apply

Click 'Apply Online' and submit your application including:

• A resume detailing relevant knowledge, skills and experience (maximum 5 pages)
• A cover letter addressing how you meet the requirements of the role (maximum 2 pages)

Closing date: Thursday, 23 October :59am)

Salary: Classification Grade 5/6. Package includes base salary ($99,938 - $110,271) plus superannuation (12%) and leave loading.

Hiring Manager: Sylvia Langan, Manager Compliance,

About the Premier's Department

Connecting to Deliver from the Heart of Government

The Premier's Department leads the state's 430,000 public servants, driving collaboration and the delivery of whole-of-government priorities. Learn more about the department and a career at Premier's Department.

Our Commitment

We welcome and encourage applicants from diverse backgrounds, including Aboriginal and Torres Strait Islander people, the LGBTQIA+ community, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and other diverse communities.

The Premier's Department acknowledges the Traditional Custodians of the lands where we work and live. We pay respect to Ancestors and Elders past and present. We recognise and learn from the strengths of First Nations peoples of New South Wales and their continuing connection to, and unique cultural and spiritual relationship with, Country.

Additional Information

Reasonable Adjustments: The selection process will include assessment techniques to determine your suitability. You can request reasonable adjustments at any stage by indicating in pre-screening questions, contacting the Talent Team at , or reaching out to the hiring manager.

Talent Pool: A talent pool may be created from this recruitment process. If eligible, you may be contacted for ongoing and temporary opportunities in the same role or grade that become available over an 18-month period.