We are seeking an experienced Complaints Assessment and Administration Officer. This role supports complaint assessment, investigation support, and administrative functions while promoting ethical practices and continuous improvement.

Key Responsibilities

Receive, assess, and coordinate responses to internal/external complaints

Provide sensitive advice on complaint processes and relevant legislation

Handle complex and sensitive matters with confidentiality and professionalism

Assist in investigations, including research and reporting

Prepare reports, executive documents, and the IOSS Annual Report

Manage the IOSS case management system and maintain accurate records

Coordinate meetings and provide general administrative support

Identify and recommend improvements to complaint handling and administrative systems

Support broader office functions, including presentations and policy reviews

Ensure compliance with the Code of Conduct and Council policies

Essential Criteria

Proven experience in complaint handling, negotiation, and conflict resolution

Strong oral/written communication, interpersonal, and problem-solving skills

Demonstrated ability to work independently, manage multiple tasks, and adapt to change

Strong analytical and decision-making skills

High ethical standards and commitment to procedural fairness

Ability to prepare reports across various formats and audiences

Knowledge of WHS, EEO, and ethical principles

Behaviour aligned with Council values and policies

Desirable

Experience in ombudsman or complaint handling roles

Local government experience

Understanding of interfaces with external agencies (e.g., NSW Ombudsman, ICAC, OLG)

Knowledge of systems review and corruption prevention method