Associate Director Complaint Resolution
Clerk Grade: 11/12
Annual Salary Range: $149,739 - $173,174 plus superannuation
Employment Type: Ongoing, Full-time
Location: Sydney CBD – close to Museum Station (hybrid). You’ll be office-based a minimum of 5 days per fortnight for full-time roles (pro-rata for part-time), with the remaining days worked flexibly as agreed
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IRO Engagement and Resolution Team Senior Leadership Team which forms the communication and intelligence loop
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Ongoing Grade 11/12 - Salary Range $149,739 - $173,174 plus superannuation
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Sydney CBD – close to Museum Station (hybrid). You’ll be office-based a minimum of 5 days per fortnight for full-time roles (pro-rata for part-time), with the remaining days worked flexibly as agreed.
Lead the resolution of the most complex and sensitive matters that impact injured people across NSW
Are you an experienced leader in complaints, investigations or dispute resolution who thrives in complex, high‑stakes environments and wants to make a meaningful difference?
At the Independent Review Office (IRO), you’ll lead a critical Tier 3 complaints service, handling the most complex, sensitive and high‑risk matters within the NSW CTP and Workers Compensation schemes supporting injured people when they need it most.
About the role
This is not a standard complaints role.
You will lead end‑to‑end resolution of complex, multi‑party complaints and investigations, ensuring fair, evidence‑based outcomes that stand up to scrutiny. You’ll oversee matters involving vulnerability, escalation risk and systemic impact, where your judgement directly affects people’s lives and the integrity of the schemes.
You will also transform frontline insights into system-wide improvements, influencing policy, regulation and service design.
You will lead Tier 3 (complex and high-risk) complaints and investigations related to workers compensation and Compulsory Third Party (CTP) schemes, ensuring timely, fair and defensible outcomes aligned with legislation and procedural fairness.
What you’ll be responsible for
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Leading Tier 3 complex complaints, investigations and reviews
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Managing high-risk, sensitive and escalated matters across schemes
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Embedding best-practice investigation and decision-making frameworks
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Coaching and leading specialist teams in high-pressure environments
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Using data, dashboards and case insights to identify trends and systemic risks
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Contributing to regulatory intelligence and organisational decision-making
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Driving continuous improvement across complaints, early resolution and investigations
The role translates complaint insights into systemic, regulatory and service improvements across the organization.
About you
You bring:
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Extensive experience in complaints, investigations or dispute resolution
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Deep understanding of procedural fairness, administrative decision-making and evidence-based practice
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Proven leadership in complex, high-risk or sensitive environments
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Strong experience in workers compensation schemes and/or CTP
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Strong judgement, resilience and the ability to navigate competing priorities
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A passion for fair outcomes for injured people and improving systems
❤️ Why join IRO?
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Work at the heart of NSW’s injured persons schemes
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Lead a Tier 3 service that handles the most critical cases
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Influence systemic reform and customer outcomes at scale
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Be part of a purpose-driven organisation committed to fairness and accountability
How to apply
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Review the role description
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Submit your application via the job listing, including your resume and a brief cover letter outlining your relevant experience and why you’re interested in the IRO.
Please note candidates invited to interview will be required to complete additional assessments.
Salary Grade 11/12, with the base salary for this role starting at $149739 base plus superannuation
For enquiries relating to recruitment please contact Meg Rapley via
[email protected].
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: Friday 26 June 2026 at 9:59am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
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
[email protected].
For more information, please visit
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Information on adjustments available for the recruitment process
