Senior Complaint Resolution Officer
(Clerk Grade 7/ — Level 2/Level 3
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IRO Engagement and Resolution Team
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Grade 7/8 - Salary Range $113,574 to $125,720 + super
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Multiple roles available including Temporary (fixed-term) and Ongoing opportunities
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Sydney CBD (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.
Join the Independent Review Office (IRO) in our new Engagement and Resolution Team
We’re growing our service delivery capability and looking for customer-focused people to join the IRO. These new roles sit across our tiered operating model from first contact triage through to complex complaint investigation, helping people navigate statutory compensation schemes and supporting fair, timely and evidence-based outcomes.
Our tiered service delivery model
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Level 1 (First contact): respond to enquiries, complete intake and triage, and guide people to the right pathway.
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Level 2 (Resolution): manage lower to moderate complexity complaints end-to-end, gather information, assess responses and drive resolution.
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Level 3 (Complex complaints & investigations): handle complex, sensitive and high-risk matters requiring investigation, evidence analysis and defensible outcomes.
Senior Complaint Resolution Officer (Clerk Grade 7/ — Level 2/Level 3
Lead complex complaint outcomes. You’ll manage and resolve Level 2 and Level 3 complaints including complex and sensitive matters requiring investigation, delivering fair, evidence-based and defensible outcomes. You’ll plan and conduct investigations, write high quality findings, manage risk and contribute to continuous improvement across complaint handling practices.
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Manage and resolve Level 2/Level 3 complaints, applying procedural fairness, natural justice and evidence-based decision-making.
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Plan and conduct investigations: define scope, develop lines of inquiry, gather/analyse evidence, interview parties, and document findings.
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Prepare high-quality outputs including investigation reports, decision letters, briefings and correspondence with clear reasons supported by evidence, legislation and policy.
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Engage with complainants and stakeholders professionally, using negotiation/conciliation techniques where appropriate.
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Identify and escalate risks (including vulnerable cohorts, high-risk or reputational matters) and emerging systemic issues.
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Support team capability through peer review, mentoring, knowledge sharing and continuous improvement initiatives.
What you’ll bring: demonstrated experience in complaint handling, investigations, dispute resolution or complex case management (ideally in a government/regulatory or integrity environment), strong analysis and writing skills, and confidence operating in a highly scrutinised environment.
Why join the IRO?
- Meaningful work that supports fairness, transparency and accountability in a values-based environment
- Exposure to diverse matters, from first contact problem-solving through to complex investigations.
- A supportive team environment with coaching, peer learning and continuous improvement.
- Flexible ways of working (as agreed) and access to NSW Government benefits.
Essential requirements & screening
While the role description outlines specific essential requirements, all roles require strong customer service and communication skills, the ability to work with sensitive information, and a commitment to procedural fairness. A satisfactory criminal records check applies. Appointment and ongoing assignment may also be subject to mandatory pre-employment and ongoing probity screening in accordance with relevant legislation and policies (requirements may vary by role).
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.
Diversity, inclusion and accessibility
We welcome applications from people of all backgrounds and lived experiences. If you require an adjustment during the recruitment process, please let us know and we will work with you to support your participation.
Ready to make an impact? Apply now and help shape a service that is person-centred at first contact, effective in resolution, and rigorous in complex complaint handling.
Salary Grade 7/8, with the base salary for this role starting at $113574 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, valid for 18 months, may be created for this position and used to fill future vacancies.
Closing Date: 11/06/2026 [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 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
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
