Senior Investigation & Resolution Officer, Clerk Grade 9/10

at  NSW Ombudsman

ACT FOR FAIRNESS AND INTEGRITY!

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: Temporary and ongoing opportunities available. A talent pool will be created from this recruit.
Salary Range: Up to $156,511. Package includes salary ($125,693 - $138,510), employer’s contribution to superannuation and annual leave loading

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.