Role- Manager Issues and Complaints Resolution

• Grade: Clerk Grade 11/12
• Salary Range: $149,739 - $173,174 per annum plus superannuation
• Duration: Ongoing/Permanent
• Location: Sydney/Parramatta/Gosford- Flexible
• Applications Close: Tuesday 21 October 2025 (9:59AM)

About SafeWork NSW

SafeWork NSW is the state's workplace health and safety regulator. Our focus is to protect NSW workers by preventing and reducing work related fatalities, serious injuries, and illnesses by securing compliance with work health and safety and associated legislation.

SafeWork NSW is undergoing an exciting and important period of transformation as we establish the organisation as a modern, strong and standalone Work Health and Safety Regulator.

About the role

SafeWork NSW is strengthening the way we respond to both worker and stakeholder complaints, with a strong focus on fairness, accountability, and positive outcomes. As part of this work, we are establishing a dedicated Issues and Complaints Resolution Team to support people through the complaints and feedback process, particularly with escalated or complex matters.

This newly created manager role will be responsible for establishing and leading the team, embedding best-practice issues management and complaint handling, and ensuring complaints are managed ethically, transparently and in line with our Complaint Management Framework. It is an exciting opportunity to build a new function at a time of significant reform and to play a central role in supporting SafeWork NSW's commitment to building trust with the community we serve.

Your responsibilities will include:

• Lead and manage the Issues and Complaints Resolution team to deliver timely, fair, and effective complaints handling aligned with SafeWork NSW's regulatory and legislative obligations.
• Develop and implement a robust escalated complaints model that ensures consistent, transparent, and legally compliant resolution of complex and sensitive matters.
• Embed a stakeholder and customer-centric approach that upholds procedural fairness and supports vulnerable or at-risk individuals, enhancing trust in SafeWork NSW.
• Ensure all complaints management, reporting, and resolution activities comply with relevant legislation, government standards, and organisational policies.
• Analyse complaint trends and identify systemic issues to provide strategic insights that inform continuous improvement in regulatory practice and service delivery.
• Build team capability and resilience through coaching, mentoring, and professional development, enabling staff to manage sensitive and complex matters effectively.
• Collaborate across Directorates to promote consistency in complaint handling, share lessons learned, and contribute to broader governance and assurance frameworks.
• Oversee high-quality data collection, analysis, and reporting on complaints outcomes for internal and external stakeholders including the Executive and Minister.
• Foster a culture of integrity and accountability, ensuring all customer and stakeholder interactions reflect SafeWork's values and regulatory responsibilities.

About You:

We are looking for a:

• Confident and compassionate leader with a strong background in complaints and issues management and regulatory environments.

• Deep knowledge of complaints legislative frameworks and a commitment to procedural fairness and transparency.

• Leader skilled in developing and implementing models and processes that support consistent, legally sound outcomes.

• Strategic mindset and can translate complaint data into actionable insights that drive service and regulatory improvements.

• Leader passionate about building team capability and resilience, especially in high-pressure, complex environments.

• Excellent collaborator who thrives on cross-functional engagement and continuous learning.

• Leader committed to delivering a customer-centric experience that supports vulnerable individuals and builds public trust.

If you are an experienced professional with these attributes, we want to hear from you

For more information on the role and its accountabilities, click here to view the role description

How to Apply

If you would like to apply, please submit your CV along with a cover letter of no more 2 pages, addressing the following:

• how you demonstrate the focus capabilities as outlined in the role description.
• a short paragraph on why you believe you are the right person for the role.

For enquiries relating to the recruitment process, please contact Sharlene Fouzder via [email protected]

A talent pool may be created to fill future ongoing opportunities for a period of up to 18 months.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Sharlene Fouzder via [email protected]

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process