Pursuing fairness for the people of NSW
Vacancy: Manager, Complaints Resolution Branch, Clerk Grade 11/12
Location: Sydney CBD with hybrid and flexible working options.
Employment: Ongoing
Salary Range: Up to $195,679. Package includes salary ($149,739 - $173,17, 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 advertised position is for the Manager of our Custodial and Community Corrections workstream. A recruitment pool may be created to fill future Manager vacancies across other workstreams which may include:
- Housing, Health and Tertiary Education
- Community Services, Guardianship and School Education
- Public Administration
- Local Government and Environment
- Business Improvement
More information about the work of our streams can be found in our annual reports: NSW Ombudsman | Office Annual Reports
The Role
The Manager leads a work stream responsible for end-to-end complaint handling, namely initial complaint assessment, early resolution, the making of preliminary inquiries, referral of appropriate matters for investigation or local resolution by external agencies, and the conducting of conciliations and investigations in order to support the delivery of the Ombudsman’s functions
About you
The successful candidate can demonstrate:
- an understanding of the statutory functions and work of the Ombudsman
- extensive experience in managing teams handling complaints or similar
- excellent written and verbal communication skills, including the ability to communicate well with our diverse stakeholders, and to prepare complex correspondence and reports
- experience analysing complex matters
- demonstrated ability to work independently and as part of a team
- previous supervisory experience
- ability to acquire valid working with children checks
Desirables
- Formal qualifications (such as the Certificate IV Government (Investigations)) and experience in one or more of the sectors for which the work stream is responsible are highly desirable.
- Australian motor vehicle licence and willingness to travel across NSW to participate in programs
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
- Opportunity to utilise and hone management and mentorship skills
- Close to public transport - office is adjacent to Town Hall Train Station
- Great team environment and culture
Fitness passport
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Notes:
- Online applications must consist of (please combine in one document):
- Covering letter (max 2 pages) highlighting your claims for the role and which role you are applying for.
- CV outlining your skills, knowledge, and experience as relevant to this role.
- The assessment process will be conducted by a standard panel assessment process.
- 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.
- Short listed candidates will be subject to security and other vetting processes.
- Only applications that are submitted through the NSW Ombudsman Career site will be accepted.
- Late applications will not be accepted.
- 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, 8th June 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 contact Sheena on 02 9286 1075 or
[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.
