Director, Resolution, Review and Engagement

Position Title: Director, Resolution, Review and Engagement

Classification/Grade: PSSE Band 1

Division/Branch: Resolution, Review and Engagement

Location: Sydney CBD

Employment Type: Full Time, Temporary

Duration: Up to 6 months

Closing Date: 10.00am Monday 28 September 

Make a real impact in health care accountability. Help ensure the community is safe and confident in the standard and quality of health services in NSW. 

About the Health Care Complaints Commission

Join the Health Care Complaints Commission (The Commission), an independent statutory body protecting public health and safety by assessing , resolving, investigating and prosecuting complaints about health care providers. We are committed to integrity, transparency, and fairness in all we do. 

To learn more about us, please view our website here.

About the Role

As Director Resolution, Review and Engagement you will lead delivery of the front-line resolution service, and public engagement functions of the Commission, and the conduct of statutory reviews of assessment decisions.  

As part of the Executive leadership team,  you will work collaboratively across the organisation to promote a ‘whole of Commission’ and customer-centric approach throughout all stages of managing complaints.

Responsibilities include

• Leading the delivery of the effective resolution of complaints through assisted resolution services and formal conciliation 
  
  
• Ensure the formal review of decisions requested by complainants are undertaken thoroughly and sensitively and inform continuous improvement. 
  
  
• Engage with and provide outreach to community, service providers, stakeholders and partners to build awareness of the Commission and its role and functions and facilitate easy access to the Commission. 

For further information please review the Role Description.

What We’re Looking For

The ideal candidate will have: 

• A record of executive level leadership and achievement in organisational development and change management. 

• Experience in improving operational outcomes and processes in a high volume, multidisciplinary environment.
  
  
• Strong knowledge and experience of contemporary approaches to customer-focused complaints handling and risk-based decision making in a regulatory context.
  
  
• Knowledge and experience of alternative dispute resolution principles and practices. (Desirable) 

To be eligible to apply for this position, applicants must have existing Australian work rights. 

Given the HCCC’s unique and critical role in maintaining the integrity of the NSW health system, it is essential that all prospective employees are able to carry out their duties in an independent, honest and consistent manner with uncompromising adherence to ethical principles and values.  

The successful applicant will be required to complete a Background Verification Check which includes a National Police Check (Criminal History), qualification check, and may be required to hold a current paid Working with Children’s Check (WWCC). 

Why Work with Us

• PSSE Band 1 total remuneration package

• Hybrid and flexible work options 

• Convenient CBD location  

• Access to our wellbeing initiatives such as Fitness Passport, TELUS Health EAP and more!  

How to Apply

To apply, please submit: 

• A cover letter (maximum 3 pages) addressing the key accountabilities of the role 

• An up-to-date resume 

The selection process will include assessments to assist in determining capability for the role. A talent pool may be created from this recruitment action for ongoing and temporary roles of the same work classification that may become available for filling over the next 18 months. 

Closing Date: 10.00am, Monday 28 September 2026

For further information, please contact: 
John Tansey 
Health Care Complaints Commissioner 
Email: JTansey@hccc.nsw.gov.au 

The Commission is an Equal Employment Opportunity Employer. 

We value diversity and welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people, people from LGBTQI+, diverse cultural and linguistic backgrounds, and people with disability. 

If you require an adjustment during the recruitment process, we welcome hearing from you. Please contact the People & Culture Team at people@hccc.nsw.gov.au