Pursuing fairness for the people of NSW
Vacancy: Complaints Resolution and Project Officer (Conciliation), Business Improvement and Support Unit, Clerk Grade 7/8, Complaints and Resolution Branch
Location: Sydney CBD with hybrid and flexible working options.
Employment: Ongoing or Temporary
Salary Range: Up to $146,977 Package includes salary ($116,981 - $129,49, employer's contribution to superannuation and annual leave loading
About the NSW Ombudsman
Government agencies touch and impact the lives of the people of NSW every day, and we are there to make sure those interactions are fair. Government is complex and people need to have confidence that someone is holding government agencies to account if their actions are unreasonable, wrong or unlawful.
We are that someone. We are the organisation that shines a light on serious wrong conduct in the delivery of government services. Our ultimate goal is that everyone receives the right services and fair treatment from the agencies we oversight.
Our scope is broad. We cover services for vulnerable families, including the delivery of community services funded by government; local councils; correctional and youth justice centres; education; environment protection and public transport – to name a few!
We work to help resolve problems at an individual level, as well as looking at the bigger picture to promote system improvements in public administration and in the delivery of community services. We are confident in the knowledge that our work will give voice to the individual and bring fairness and balance to how the government delivers to the public it serves.
We are committed to providing a range of career development opportunities. We aim to guide and help our people with the skills they need to lead our organisation and give the most impact to what they do.
The Role
The Complaints Resolution and Project Officer (Conciliation) has a dual focus of conciliation and project management. As a conciliator, the officer manages a caseload of conciliation matters in accordance with dispute resolution best practice. Additionally, the officer manages business improvement projects to support the Branch in best practice complaint handling and early resolution.
About you
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You are an experienced complaint handler, mediator and/or conciliator.
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You have good judgment and can prioritise your own workload based on based on complexity, urgency, risk, strategic importance and complainant vulnerability.
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You have a continuous improvement mindset, and can support colleagues and leaders to continue to uplift best practice complaint handling and resolution.
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You are flexible and adaptable to a demand driven environment, and can take on a range of tasks as required.
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You can work independently and as part of a team.
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You are a strong negotiator and can communicate with influence.
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National accreditation as a mediator or the ability to obtain accreditation within 6 months of commencement in the role.
What can we offer?
- Competitive salary and future growth opportunities within NSW Ombudsman
- Flexibility and the capacity to work in a hybrid way
- Work life balance with a 35-hour work week
- Close to public transport - office is adjacent to Town Hall Train Station
- Great team environment and culture
- Fitness passport
Notes:
- Online applications must consist of (please combine in one document):
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Covering letter (max 2 pages) highlighting your claims for the role and which role you are applying for.
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CV outlining your skills, knowledge, and experience as relevant to this role.
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The assessment process will be conducted by a standard panel assessment process.
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A recruitment pool may be created through this recruitment process. A recruitment pool is a pool of applicants who have been assessed and identified as suitable for this role or similar roles, and who may be considered for a range of similar roles, including temporary, term or ongoing roles over the next 18 months.
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Short listed candidates will be subject to security and other vetting processes.
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Only applications that are submitted through the NSW Ombudsman Career site will be accepted.
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Late applications will not be accepted.
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All temporary roles may have the opportunity for ongoing employment.
Employment at the NSW Ombudsman is subject to the satisfactory completion of security and related vetting including, in part, a criminal records check; signed understanding and acceptance of a range of policies; two statutory declarations relating to conflicts of interest, arrests, charges, convictions and a health declaration.
The NSW Ombudsman promotes a diverse workforce that is representative of the communities we serve. We particularly encourage applications from Aboriginal people, people from culturally and linguistically diverse communities, LGBTIQ+ people and people of all genders, and people with disability. We support flexibility and all roles advertised on a full-time basis may be considered for part-time employment.
Additional Information is available at the following links.
Role description
NSW Ombudsman Website
Closing date: 10am, Monday 20th July 2026
We provide adjustments including alternative formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternative formats) or have an enquiry about the support provided, please
[email protected].
The NSW Ombudsman has achieved Disability Confident Recruiter status, awarded by the Australian Disability Network. We are committed to continuing this journey through inclusive recruitment practices to ensure candidates have a positive experience in every step of the recruitment process.
