Manager Complaints and Stakeholder Engagement

The opportunityAs an integral part of the Regulation Group, you will apply your proven contemporary leadership experience to guide a small, collaborative team working across complex complaint matters, Ministerial briefings, secretariat support and stakeholder engagement. This is a valuable opportunity to shape strategic outcomes, drive continuous improvement and contribute meaningfully to ReturnToWorkSA's reputation and impact.

The positionAs the successful candidate, you will lead a skilled team responsible for delivering critical services that support the integrity of the Return to Work Scheme. You will manage a fair and responsive complaints service, provide high-level policy and secretariat advice and support key government engagements through accurate and timely ministerial briefings.

You will play a central role in advising the CEO, Executive and Minister on complex and sensitive matters, while preparing high-quality, well-structured briefings. Success in this position requires strong leadership, sound judgment, and the ability to foster trusted relationships with a wide range of stakeholders. Your contribution will shape key decisions, drive continuous improvement and support ReturnToWorkSA's broader strategic objectives.

Key Responsibilities include:

• Oversee complaint investigations to ensure alignment with legislative and policy requirements, delivering consistent, fair and timely outcomes.
• Provide expert policy and secretariat advice to senior executives, the CEO and the Minister, and prepare high-quality briefings and submissions for Cabinet and Parliament.
• Manage relationships with key stakeholders, including the Ombudsman SA, the Ministerial Advisory Committee (MAC), scheme agents, and support other senior internal staff with their engagement of stakeholders ensuring alignment and transparency.
• Drive continuous improvement by monitoring complaint trends, identifying systemic issues, and refining processes and stakeholder engagement practices across the Scheme.

This role will be offered as a full-time fixed term position for 3 years.

About youAs the ideal candidate, you will bring proven expertise in complaints management, stakeholder engagement and ministerial liaison. Known for your strategic mindset, sound judgment and emotional intelligence, you excel in complex, high-pressure environments. With strong leadership skills, you are capable of effectively guiding teams in quality service delivery. Your strong communication skills, resilience and critical thinking ability empower you to identify trends and drive improvements. Skilled at managing political and reputational risks with professionalism, you build trusted relationships with diverse stakeholders, influence senior leaders and provide timely, high-quality advice that drives key decisions. Leading with integrity, you foster collaboration and consistently promote excellence in service delivery.

Special requirements/Conditions

• On occasion there may be a requirement to work outside of ordinary hours.

ReturnToWorkSA ProfileReturnToWorkSA is a statutory authority that regulates South Australia's work injury insurance scheme and provides insurance that protects workers and employers in the event of a work injury. This insurance covers workers for a range of financial supports, and the provision of recovery and return to work services; or where return to work is not possible, to maximise a worker's level of function and community participation. We assist employers to respond effectively when work injury does occur, and to understand how to reduce the economic impact through prevention and supporting early and safe return to work.

A highly purpose driven culture is fundamental to making a meaningful difference in people's lives through the provision of a scheme that reduces the social and economic impact of work injury on our community.

Why join us? 

Experience a workplace culture that rewards your contribution and provides the development and support to help you reach your potential. We are committed to fostering a diverse and inclusive workplace where our people can genuinely make a difference to the lives of South Australians affected by work injury. At ReturnToWorkSA, you can expect a range of benefits including:

• An extensive wellbeing program
• access to a broad range of wellbeing seminars, webinars and information sessions
• a free onsite gym and bike storage
• annual vaccinations, skin checks, seasonal fruit and corporate cup challenge
• discounted corporate private health insurance
• and a proactive EAP provider
• Flexible work options including part time and working from home
• Access to learning and development programs to enhance your personal and professional skill set and career development
• Modern offices with excellent amenities in the Adelaide CBD

Further informationCandidates will also be assessed based on their ability to demonstrate personal and professional alignment with ReturnToWorkSA's organisational values which are critical to our success: We care about people and sustainability; We are inclusive and innovative; We listen to understand; and We own our actions.

Manager Complaints and Stakeholder Engagement PD - Regulation - 28 August 2025_Clean

The salary range for this position is aligned with the Mercer CED Job Evaluation framework. The final offer will be commensurate with the candidate's qualifications, skills and experience.

How to applyPlease submit a cover letter (no longer than 2 pages) demonstrating your key capabilities and experience supported by your current resume addressed to Samantha Jones, Executive Leader Regulation by 5.00pm Friday 12 September 2025. If you would like to discuss the position further, Samantha can be contacted on

Please note shortlisting and interviewing for this role will commence immediately so we strongly encourage all candidates to put forward your applications as soon as possible. The role may close early if a preferred candidate is identified.

Inclusion and acceptanceReturnToWorkSA is an equal opportunity employer, valuing difference and embracing diversity and we promote flexible ways of working, applicants are encouraged to discuss any workplace adjustments that might be needed as well as the flexible working arrangements for this role.

Still not sure?We are proud to be recognised as an Endorsed Employer for All Women by WORK180. Research indicates that up to 60% of women and underrepresented groups may hesitate to proceed, even after completing a draft application. We firmly believe that diversity enhances the strength of every team, so even if you don't tick all the boxes we still want to hear from you.