Senior Communications Project Officer

Senior Communications Project Officer

Clerk Grade: 9/10

Annual Salary Range: $133,348 - $146,945 plus superannuation

Employment Type: Full-time, temporary opportunity (12 months) with the possibility of extension or conversio

Location: Darlinghurst, Sydney

Shape communications that make a real difference. 

At IRO, we help people navigate some of the most challenging times in their lives. Whether they are recovering from a workplace injury or seeking support through statutory schemes, clear communication can be the difference between confusion and confidence, frustration and resolution. 

We're looking for an experienced Senior Communications Project Officer to join our Engagement & Resolution team and lead strategic communications initiatives that improve awareness, accessibility and understanding across the communities we serve. This role sits at the heart of our commitment to ensuring the voices, experiences and insights of injured people, community stakeholders and industry partners directly inform the way we communicate and improve services.  

Why this role matters 

You'll play a critical role in strengthening IRO's Engagement & Resolution Communication and Intelligence Loop by turning stakeholder feedback, engagement insights, complaint themes, emerging issues and community intelligence into meaningful communication strategies and projects. 

You will help ensure that what we hear from our stakeholders shapes what we do next, creating a continuous cycle of listening, learning, improving and communicating. By connecting engagement insights with communication outcomes, you'll contribute to better customer experiences, more informed decision-making and stronger trust in the schemes we support. 

What you'll be doing 

You'll lead and deliver strategic communications and engagement projects that: 

•  Increase awareness and understanding of IRO schemes and services 
•  Translate complex regulatory and operational information into clear, accessible and engaging content 
•  Support stakeholder engagement activities, campaigns, outreach programs and community initiatives 
•  Use engagement data, analytics and stakeholder intelligence to inform communication strategies and measure impact 
•  Develop communications, engagement and change plans for key projects and initiatives 
•  Partner with internal teams to ensure customer and stakeholder insights are embedded in communication activities
•  Contribute to a culture of evidence-based decision-making and continuous improvement across Engagement & Resolution.  

Who we're looking for 

You are a strategic communicator who understands that great communications start with listening. 

You bring experience leading complex communication projects and can confidently engage with diverse stakeholders, balancing competing priorities while maintaining a strong focus on outcomes. You're equally comfortable developing high-level communication strategies as you are crafting compelling content. 

You'll thrive in this role if you can: 

• Transform complex information into clear and accessible messaging
•  Build trusted relationships across a broad range of stakeholders
•  Use data and insights to drive communication decisions
•  Lead projects from concept through to delivery and evaluation
•  Influence and collaborate in a complex environment
•  Bring curiosity, innovation and a continuous improvement mindset to your work.  

What you'll bring 

• Qualifications in Communications or equivalent professional experience
• Experience delivering communications and engagement initiatives in a complex, customer-centred, regulatory, ombudsman, government or human services environment
• Strong writing, editing and content development skills across multiple channels
• Demonstrated ability to analyse stakeholder feedback, engagement insights and performance data to improve communication outcomes
• Proven project management capability and the ability to manage competing priorities effectively. 

Why join IRO? 

At IRO, you'll be part of a values-driven organisation focused on improving outcomes for injured people across NSW. 

You'll work with passionate professionals who are committed to listening to stakeholders, resolving issues, driving service improvements and making information more accessible for everyone. Your work will directly influence how we engage with our customers and how their experiences inform meaningful organisational change. 

If you're passionate about strategic communications, stakeholder engagement and using intelligence and insights to improve services, we'd love to hear from you. 

Apply now and help shape the conversation that drives better outcomes for the people and communities we serve.

Please submit your

1. current resume
2. cover letter of no more than two pages detailing your relevant experience and suitability for the role.

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: Wednesday 16 September 2026 at 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 csrecruitment@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process