Senior Resolution Manager

Job description

Agency Department of Education and Training Work unit Resolution Unit

Job title Senior Resolution Manager Designation Administrative Officer 7

Job type Full time Duration Ongoing

Salary $113,938 - $122,574 Location Darwin

Position number 42534 RTF Closing 12/10/2025

Contact officer Donna Murdock, Assistant Director on or

About the agency

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR

TERTIARY QUALIFICATIONS.

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates

people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or

job, please discuss this with the contact officer. For more information about applying for this position and the merit process, go

to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go

to the OCPE website.

Primary objective

The Senior Resolution Manager is responsible for providing quality advice and services aligned with the Department of Education

and Training's (the department) Complaint Resolution Framework (CRF).

Context statement

The Resolution team sits within the Quality Standards and Regulation division and has oversight of the department's complaint

resolution framework and internal review process. The team supports and coordinates the department's response to matters

referred from external entities, including the Independent Commissioner Against Corruption, Anti-Discrimination Commission,

Children's Commissioner, the Northern Territory Ombudsman.

Key duties and responsibilities

1. Conduct assessments, research, reviews, and inquiries relating to complaints, referrals and identified trends and risks across the

department.

1. Provide support and advice on complaint handlings and the application of department policies and frameworks relating to

complaint resolution and risk management.

1. Assist with the development and implementation of policies, procedures, work systems and operational processes relating to

complaint handling and reviews.

4. Prepare comprehensive reports, recommendations, memoranda and other correspondence for internal and external audiences.

5. Collect, review and provide material for legal proceedings, national schemes and in response to requests for information from

external entities.

1. Build and maintain collaborative partnerships with internal and external stakeholders.
2. Contribute to the development and delivery of training, workshops and information sessions on complaint resolution.

Selection criteria

Essential

1. Demonstrated ability to interpret and apply legislation, standards, policies and guidelines in a complex context.

2. Experience in negotiation, mediation, and conflict resolution strategies in complaint and dispute resolution.

3. Demonstrated ability to engage constructively with diverse stakeholders.

4. Proven ability to objectively and systematically analyse data and information to form evidence-based conclusions and

recommendations.

5. Demonstrated ability to communicate complex information that is clear, well-structured and appropriate for diverse audiences.

1. High standard and evidence of ethical and professional behaviour and effectively handling confidential and sensitive matters.
2. Ability to take initiative and progresses own and team work to meet timelines and adapt quickly to changes in priorities.

Desirable

1. Formal qualifications in a relevant discipline, e.g. law, investigations, public administration, human services.

Further information

The successful applicant must hold a valid Working with Children Clearance notice or the ability to obtain.