Unit Manager

As a Unit Manager, seize the opportunity to lead impactful reviews of aircraft noise management, complaints, and community engagement
- Fixed Term opportunity with hybrid working arrangements
- Salary starting from $144,000 including Super
- Canberra Based opportunity - Experience Canberra's rich cultural scene, featuring top attractions like the National Gallery of Australia and the National Museum

**Summary**

Be part of a small dynamic team that works to improve aircraft noise complaint management and information provision practices across Australia; flexible working arrangements; diverse workload with a high level of autonomy

**The Organisation**

The Aircraft Noise Ombudsman (ANO) was established to provide independent administrative reviews of the management of aircraft noise issues by Airservices Australia and the Department of Defence. In response to complaints received, the ANO reviews how these agencies have handled aircraft noise complaints and inquiries, consulted with communities about aircraft noise impacts and presented aircraft noise information. The ANO also investigates systemic issues and undertakes targeted reviews of specific aspects of aircraft noise management. The ANO reports jointly to the Board of Airservices Australia and to the Chief of Air Force.

As the ANO is not a separate legal entity, staff of the ANO office are employed for administrative purposes by Airservices Australia (Airservices). However, the roles are functionally, and in all other respects, separate from and outside of the organisational structures of Airservices.

**The Role**

As the Senior Advisor - Unit Manager in the ANO, you will make a substantial contribution to the reviews of approaches used by Airservices and Defence to manage responses to aircraft noise, handle complaints, and consult with and provide information to the community.

Reporting directly to the Ombudsman, you will provide effective and balanced investigation and reviews of administrative actions, including decision making and complaints handling, to promote best practice and high standards in aircraft noise management. An ongoing part of your role will be to support and promote cultural change and the development of improved practices in agencies. To achieve this, it will be critical to establish and maintain professional working relationships across key agencies.

You will need to exercise sound, independent judgment and be highly responsive in acting on and responding to complaints in order to provide informed, evidence-based advice in short time frames. You will have a very high level of engagement with stakeholders outside the ANO, including regular, direct contact with communities affected by aircraft noise.

Government review of the aviation industry has foreshadowed potentially significant changes and high-level consultation and negotiation skills would be an advantage in this context.

The position is also responsible for the management of the office and two staff. This includes liaison with Airservices' support staff (i.e. human resources, technology, facilities management, etc) to ensure the effective operation of the office.

The ANO has a culture of continuous improvement which you will champion. This will include identifying and implementing improvements in office management, as well as staff development both through formal and internal training opportunities, as appropriate.

The Senior Advisor-Unit Manager position is located in Canberra, where you can immerse yourself in the city's vibrant cultural scene. Explore top attractions such as the National Gallery of Australia and the National Museum, and savour the local wineries.

The Senior Advisor-Unit Manager role requires a team player with excellent written and oral communication skills who can:

- Demonstrate honesty and integrity
- Demonstrate ability to lead others and
- Exercise sound judgment and objective balance
- Oversee, manage and review the work of staff, providing effective leadership, feedback, coaching and support
- Analyse strategically
- Be highly responsive in acting on and responding to complaints and enquiries
- Work independently to balance competing tasks and maintain attention to detail
- Demonstrate professionalism and integrity when engaging with stakeholders outside the ANO
- Demonstrated ability to deliver work on time in an environment where workload peaks and troughs are commonplace

**Team Culture**

The ANO is a small and dynamic team with a specialised ombudsman role. People enjoy working in this team because it offers variety, flexibility, collegiality and the opportunity to contribute to improved processes and community outcomes.

PD - ANO Senior Advisor-Unit Manager (501599).pdf

**The Person**

The successful applicant will have:

- Relevant experience and skills in complaints handling or investigating complaints or the ability to quickly attain these skills
- Experience managing change processes and supporting teams through periods