Manager, Complaint Handling System Reviews

Manager, Complaint Handling System Reviews

Pursuing fairness for the people of NSW

Vacancy: Manager, Complaint Handling System Reviews, Public Interest Disclosures & Complaints Handling Systems Oversight Branch, Clerk Grade 11/12

Location: Sydney CBD with hybrid and flexible working options.

Employment: Ongoing or Temporary

Salary Range: Up to $195,679. Package includes salary ($149,739- $173,174), 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 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

The Manager, Complaint Handling System Reviews will lead and manage the Complaints Handling within the Public Interest Disclosures and Complaints Handling Systems Oversight branch to ensure reviews are undertaken in accordance with the statutory functions of the Ombudsman established standards of complaint handling.

About you

You will:

• Be responsible for developing and implementing frameworks for the review of the complaints handling systems of public authorities, to report on issues relating to those systems, review the policies and performance of the public authority and to made recommendations to improve or otherwise address deficiencies within those systems.
• Provide clear direction and strategic advice to the Deputy Ombudsman, Public Interest Disclosures & Complaint Handling Systems Oversight and the Senior Deputy Ombudsman, Sytems Oversight and Reviews, as well as other statutory officers, to enable them to perform statutory functions in a lawful and accountable manner.
• Be able to identify emerging service delivery challenges and potential process or system-level solutions to improve business processes and stakeholder satisfaction and collaborate with other relevant managers ti implement improvements.
• Be able to perform quality assurance of the work undertaken by team members including providing constructive feedback and technical expertise, modelling, training, and support. Manage and develop the team ensuring effective induction, ongoing supervision and performance management as well as staff wellbeing.
• Have experience in building staff and team capability to produce hight quality reports, findings and recommendations which have a sound legal and evidentiary basis. Monitor public authority responses to, and implementation of, recommendations.

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
• Opportunity to utilise and hone management and mentorship skills
• Great team environment and culture
• Fitness Passport

Notes:

Online applications must consist of:

• Covering letter (max 2 pages) highlighting your capabilities 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 talent 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.

NSW Ombudsman Website

Role Description

Closing date: 10am, Friday, 12th September 2025

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