Senior Team Leader – Complaint Resolution (Clerk Grade 9/1
Multiple roles available including Temporary (fixed-term) and Ongoing opportunities | Lead people. Deliver outcomes. Make a difference.
Darlinghurst NSW (hybrid). You’ll be office-based at least 5 days per fortnight for full-time roles (pro-rata for part-time), with the remaining days worked flexibly as agreed.
Are you ready to lead in a role where integrity matters, trust is earned, and your work directly improves outcomes for injured people?
Join the Independent Review Office (IRO) and lead a high-performing team delivering complex complaint resolution across workers’ compensation and CTP schemes, where every decision counts.
Why this role matters
As a Senior Team Leader, within your team you actively manage cases and lead the delivery of Level 2 and Level 3 complaint resolution services, guiding your team through a range of matters including escalated, sensitive and high-risk matters. You play a key role in ensuring decisions are fair and evidence-based, while supporting better outcomes for customers and the broader scheme.
This is a role where you will:
- Lead people through complex and emotionally charged work
- Influence outcomes that impact individuals and system integrity
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Drive continuous improvement across complaints, policy and practice
What you’ll be doing
You will combine strong people leadership with deep technical expertise to:
- Lead and develop a team of complaint resolution specialists, building capability, resilience and a strong team culture
- Provide expert direction on complaints and investigations at varying levels of complexity, including high-risk and sensitive matters
- Oversee and assure quality complaint handling, ensuring procedural fairness, evidence integrity and high-quality outcomes
- Deliver clear, authoritative advice to executives, senior leaders and oversight bodies
- Use insights and data to identify risks, systemic issues and opportunities for improvement
- Engage confidently with stakeholders across government, legal, regulatory and oversight environments
What you bring
You are an experienced leader who combines technical expertise with empathy and sound judgement, with:
- Demonstrated experience in complaints handling, investigations or dispute resolution in a complex or regulated environment
- Strong knowledge of administrative law principles, procedural fairness and evidence-based decision-making
- Proven ability to lead, coach and support teams, including in high-pressure environments
- Exceptional communication skills, with the ability to translate complex issues clearly and influence outcomes
- A commitment to continuous improvement, accountability and delivering results
Experience in workers’ compensation and/or CTP schemes will be highly regarded.
Our values in action
At IRO, our values are more than words they guide how we work every day:
- Integrity – You make fair, transparent and ethical decisions, even in complex situations
- Trust – You build confidence with your team, stakeholders and the community through consistency and professionalism
- Service – You put people at the centre, delivering respectful, customer-focused outcomes
- Accountability – You take ownership, lead with courage and deliver high-quality results
You will role model these values while shaping a positive, ethical and supportive team culture.
Salary Grade 9/10, with the base salary for this role starting at $133348 base plus superannuation
For enquiries relating to recruitment please contact Tasha Bailey 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: 13 August 2026 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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or
[email protected].
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
