Pursue fairness for the people of NSW

Vacancy: Senior Investigation & Resolution Officer (Community Services Stream), Clerk Grade 9/10, Complaints and Resolution Branch
Location: Sydney CBD with hybrid and flexible working options.
Employment: Ongoing or temporary. A talent pool will be created from this recruit for other streams within the NSW Ombudsman.
Salary Range: Up to $161,205. Package includes salary ($129,464 - $142,665), 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 Senior Investigation & Resolution Officer (SIRO) manages complex complaints, resolves complaints through conciliation and other dispute resolution methodologies, and communicates with influence. The person in this role will be a strong people manager who supervises, mentors, and coaches their direct reports to build their capability and performance. The SIRO provides timely advice to senior and other relevant staff on trends, systemic issues, matters of concern, and common complaint themes.

The SIRO liaises with stakeholders, critically analyses agency responses to complaints, and monitors undertakings and recommendations stemming from investigations and complaint handling work. The SIRO produces high quality, complex investigation reports and complaint outcome documents. They may also contribute to the preparation of other reports and publications related to the work of the Ombudsman.

Although this role sits within the Community Services Stream, successful and/or talent pool candidates may be offered opportunities in other streams should they become available.

About you

You will have solid complaint handling experience from the Community Services sector.

You display resilience when reviewing challenging content.

You are an excellent communicator, with strong ability to translate technical and complex information concisely for a diverse audience.

You are highly competent in interpreting and applying legislation, policy and best practice as are core part of your work, and you are adept in supporting junior officers in this work.

You are inclusive and value diverse opinions, people and communities.

You are extremely passionate about your work and promote positive, professional service in a high-volume complaints environment.

You are motivated and driven to train and support staff in delivering best practice.

The NSW Ombudsman is an organisation that holds integrity, clarity and fairness in high-regard and so do you.

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

Opportunity to utilise and hone management and mentorship skills

Close to public transport - office is adjacent to Town Hall Train Station

Great team environment and culture

Fitness passport

Notes:

Online applications must consist of:

Covering letter (max 2 pages) highlighting your claims 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 talent 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 the NSW Ombudsman Career site 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. Some roles may require a Working With Children Check.

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.

Role Description
NSW Ombudsman Website

Closing date: 10am, Thursday 14 August 2025

Inquiries can be directed to Recruitment team via [email protected]

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 Jean on 02 9055 8376 opt 1. or [email protected].

The NSW Ombudsman has achieved Disability Confident Recruiter status, awarded by the Australian Disability Network. We are committed to continuing this journey through inclusive recruitment practices to ensure candidates have a positive experience in every step of the recruitment process.