THE WELCOME EXPERIENCE

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The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.

YOUR ROLE

As a Ministerial & Feedback Officer, you’ll play a key role in resolving sensitive and complex complaints from clients, including matters referred by the Minister, Members of parliament, DCJ executive and the NSW Ombudsman.
This is a rewarding and challenging opportunity to apply your strong client-focused and critical thinking skills to deliver fair outcomes and meaningful improvements, while ensuring all actions meet legislative compliance and procedural obligations.

WHAT YOU’LL DO

• Manage the end-to-end resolution of complaints and feedback, including those referred by senior stakeholders and oversight bodies.
• Coordinate case management, assess complex service issues and deliver high-quality written responses on behalf of the Department.
• Approve or decline the closure of a complaint while ensuring the principles of natural justice and procedural fairness are upheld.
• Identify and report on emerging trends, risks, and system issues to help shape service improvements.
• Research, draft and contribute to ministerial and executive correspondence, reports and briefings.
• Maintain transparent records of all work undertaken on the system, ensuring accuracy and relevance of data, to assist in the monitoring and evaluating of unit processes and performance indicators by management and key stakeholders.
• Develop and provide investigation plans, escalate matters appropriately and provide recommendations for action.
• Support and contribute to work planning and resource alignment as well as provide feedback on work undertaken within the unit.
• Liaise and work across DCJ Divisions and non-government stakeholders to ensure effective interface between program development, planning, service design and policy implementation.

THANK YOU FOR YOUR INTEREST IN THIS ROLE. WE LOOK FORWARD TO RECEIVING YOUR APPLICATION.

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