Company description:

Legal Aid

Job description:

Director Client Service and Compliance

Central Sydney CBD

Permanent, full-time role - 35 hours per week

Sydney Office (Haymarket) with flexible/hybrid work arrangements available

Newly created role - PSSE Band 1

About the role

Legal Aid NSW is recruiting a Director Client Services and Compliance.

This is a critical senior leadership role with a clear commitment to public value, inclusion and integrity.

The Director Client Service and Compliance provides senior management and leadership of the feedback, quality assurance and compliance functions managed by the Client Service Division including customer and client complaints and feedback, client management frameworks and the efficient and effective administration of legal aid.

The Director supports the Executive Director Client Service & Public Engagement to lead the Client Service Division contributing to innovation and the strategic direction of client and customer service strategy and service delivery across Legal Aid NSW.

About you

You are a trusted senior leader with deep expertise in complaints management, administrative decision-making and quality assurance.

You bring confidence and composure to complex and sensitive environments, by engaging with diverse stakeholders and designing practical solutions that are trauma-informed, inclusive and accountable.

You will champion reforms that improve systems, strengthen outcomes and serve the people who need Legal Aid NSW most.

You communicate with clarity, listen with intention and influence with integrity. You lead with conviction, through building trust, navigating sensitive issues, and advocating for systems that are trauma-informed, inclusive and fair.

Your change approach is collaborative and strategic, inspiring high performing teams, influencing stakeholders and crucially strengthening client outcomes, service excellence and achieving public value.

We are committed to diversity and inclusion

Legal Aid NSW is committed to being a culturally safe and inclusive organisation for all people and communities that work with and interact with us, where people feel valued, welcomed, respected and heard.

People with diverse backgrounds are encouraged to apply — including Aboriginal and Torres Strait Islander people, people with disability, the LGBTQI+ community, culturally diverse people and other diverse communities.

We acknowledge, support and accommodate the diverse access needs of people with visible and invisible disabilities. If you need an adjustment to participate in the recruitment process, or you'd like information about what we can do to help you, please contact our team at [email protected].

Other benefits of working with us

You will have access to training, development and mentoring opportunities.

We are an accredited Flex Ready and Carers and Employers certified employer and are recognised as leaders in flexible work. Most of our staff work flexibly — for example, from home some of the time or in a way that helps them balance family and work life.

Click here to find out more about Working at Legal Aid NSW

The essential requirements for this role

You must:

Demonstrated leadership experience in a senior executive role

Demonstrated experience in complaints management and administrative decision-making

Tertiary qualifications in social work, social science, psychology, law or another relevant field

Knowledge and understanding of the issues and challenges affecting people experiencing disadvantage and the impact on their socio-legal requirements

Undergo a Criminal Record Check and/or Working with Children Check

Hold Australian or NZ citizenship, Australian Permanent Residency (essential for ongoing roles)

How to apply

Upload your resume (no more than 5 pages)

Upload cover letter (no more than 2 pages).

In your cover letter, please address the above essential requirements.

Do you need help to apply?

It's important to properly prepare before you apply for a role. Here is some other information to help you:

• If you have questions about the role, you can contact Jane Cipants on 9219 5859 or email: [email protected]
• If you are an Australian Aboriginal or Torres Strait Islander and are thinking about applying, you can contact the Aboriginal Services Branch to arrange a confidential conversation about any questions you may have.
• The Role Description sets out the responsibilities of the role.
• The focus capabilities and key accountabilities in the role description indicate what is expected at that level. Being familiar with these will help you understand what the panel will be looking for in the successful candidate.
• Applying for a Role
• Working at Legal Aid NSW

Closing Date: Thursday 31 July 2025 at 11.59pm