Senior Team Leader Complaint Resolution

Senior Team Leader Complaint Resolution

Clerk Grade: 9/10

Work Type: 2 x full-time temporary opportunities (1 position for up to 12 months and 1 position for up to 6 months). A talent pool may also be established from this recruitment process and used to fill future temporary and ongoing vacancies.

Location: Darlinghurst, Sydney

Multiple opportunities available | Lead people. Deliver outcomes. Make a difference.

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
• 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.

Why join us

• Meaningful work – Deliver outcomes that make a real difference for injured people
• Leadership impact – Shape team performance, culture and capability in a critical service area
• Professional growth – Build your expertise across complex complaints, investigations and system improvement
• Values-driven environment – Work in a team committed to integrity, service and accountability

Ready to apply?

If you are a capable people leader and technical specialist who thrives in complexity and wants to make a genuine impact we want to hear from you.

How to apply

To apply, please submit:

1. A current resume outlining your qualifications, skills and employment history.
2. A cover letter (maximum 2 pages) demonstrating your suitability for the role and providing examples of your relevant skills, knowledge and experience.

Your application should clearly demonstrate how your capabilities, knowledge and experience align with the responsibilities of the position.

Please note candidates who are invited to interview will be required to complete additional assessments

Salary Grade 9/10, with the base salary for this role starting at $133,348 base plus superannuation

Click Here to access the Role Description .

For enquiries relating to recruitment please contact Meg Rapley via Meg.Rapley@customerservice.nsw.gov.au.

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: Monday 16 November 2026 at 11:59pm

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.

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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 csrecruitment@customerservice.nsw.gov.au.

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