Make a difference in local government accountability

Join the Internal Ombudsman Shared Service (IOSS) in a permanent full-time role supporting complaint resolution and fair outcomes across several Councils across Western Sydney.

This is a unique opportunity to combine frontline complaint handling with administrative support, ensuring fairness, transparency, and integrity in local government services.

What's on offer

• Contract role, full-time role - job security and work/life balance
• Competitive Grade 11 salary + benefits
• Contribute to meaningful community outcomes
• Supportive, professional team environment
  
  About the role
  
  As a Complaints Assessment and Administration Officer, you will:
• Assess, coordinate, and respond to complaints with professionalism and confidentiality
• Provide advice to internal and external customers regarding complaint processes
• Handling sensitive and sometimes complex matters with professionalism and confidentiality
• Manage case files and records in the IOSS system
• Preparing high-quality written responses, reports, and executive documents
• Coordinating meetings, preparing minutes, and supporting the Ombudsman team with administration
  
  About you
  
  We're looking for someone with:
• Experience in complaint handling, negotiation, and conflict resolution
• Demonstrated report writing ability
• Excellent written and verbal communication skills
• Strong problem-solving and decision-making ability
• Ability to manage competing priorities independently
• A commitment to fairness, accountability, and ethical practice
  
  Bonus if you have:
• Experience in an ombudsman, regulatory, or complaint handling role
• Local government knowledge
• Knowledge of systems review and corruption prevention strategies
• Knowledge of the internal Ombudsman function, and relevant external agencies
  
  How to apply
  
  If you're motivated by fairness and enjoy balancing people-focused service with detailed administration, APPLY today to join the IOSS team.