The Health Care Complaints Commission is looking for a Manager, Intake, & Triage Sydney CBD location | Ongoing, full-time | Clerk Grade 11/12 Package: $149,740 – $173,173 plus superannuation and annual leave loading Are you an experienced regulator with a proven track record of leading high-performing teams in complex, high-volume environments? Do you thrive on managing risk, supporting leaders, and shaping the way complaints are handled at the very front door of an organisation? The Health Care Complaints Commission (HCCC) is looking for a Manager, Intake & Triage to oversee the teams that manage more than 30,000 contacts with the Commission every year. These teams provide the first point of engagement for the public and health providers and carry a high degree of responsibility in risk in assessing complaints about health services in NSW. This is a critical leadership role, ensuring that complaints are managed consistently, fairly and in line with the Commission’s obligations under the Health Care Complaints Act 1993. Are you passionate about complaints management at the point of entry? Are you someone who thrives developing leaders? Do you act professionally and support a culture of integrity? The Health Care Complaints Commission (HCCC) has an exciting ongoing opportunity in our leadership team to join the Intake, Triage & Assessments Division. What will you receive in return? Ongoing Clerk 11/12 opportunity Salary range $149,740- 173,173 plus superannuation and annual leave loading Flexible working arrangements (including but not limited to a hybrid work from home/office model, flexible start and finish times and accrual of flex leave) Great Office location, Sydney CBD, close to Surry Hills and walking distance from Central station Access to our wellbeing initiatives such as Fitness Passport, Headspace subscription and more! ABOUT THE HCCC The Health Care Complaints Commission (HCCC) is an independent statutory body (set up under the Health Care Complaints Act 1993) that plays a central part in maintaining the integrity of the NSW health system, with the overarching consideration of protecting the health and safety of individuals and the community. To learn more about the HCCC, please view our website. ABOUT THE ROLE The Intake, Triage & Assessments division comprises over 40 staff under a Director, with 3 Managers. This role is responsible for managing the intake, enquiries, triage and fast track functions of the Division. Two other managers lead Assessment teams. This role is responsible for leading small teams engaged in front-line intake, triage and risk assessments, a fast-track function for complaints that can be discontinued in the early stages, and a busy phone enquiry service. The role requires the delivery of high quality and timely initial assessment of complaints, consistent with the Commission’s obligations under the Health Care Complaints Act (the HCC Act). To learn more about the position, please view the Role Description Here. About you: Experience managing a team in a complex and high-volume environment with many competing demands and priorities to manage. Ability to drive adherence to timeliness and quality standards. Strong written and verbal communication skills and the ability to build a healthy culture within a team and in dealing with complainants and providers on highly sensitive and complex matters. Ability to work co-operatively with peers in a leadership team A high level of personal resilience. HOW TO APPLY Applicants are required to submit an online application. This will include: Current resume / curriculum vitae (CV) (maximum 5 pages). Cover letter outlining your relevant skills and experience (maximum 1 page). The selection process will include a comparative assessment to assist in determining your suitability for the role. This will include a behavioural based interview, a work sample and online testing. 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. 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). Closing Date: 10:00am, Sunday 14th December 2025 ESSENTIAL REQUIREMENTS To be eligible to apply for this position, applicants must have existing Australian work rights. The HCCC has a unique and critical part to play in maintaining the integrity of the NSW health system. As such, it is an essential requirement that all prospective employees are able to carry out their duties in an honest and consistent way, with uncompromising adherence to strong moral and ethical principles and values. ADDITIONAL INFORMATION For any questions about the position, please contact Maxine Kauter, Director, Intake, Triage and Assessments MKauter@hccc.nsw.gov.au or 02 9219 7429. For any questions about the recruitment process, including adjustments, please contact HCCC People & Culture on people@hccc.nsw.gov.au. The Health Care Complaints Commission values a culture that supports diversity and inclusion. We encourage applications from people with disability, from Aboriginal and Torres Strait Islanders, and people from LGBTQI and culturally and linguistically diverse backgrounds. The Commission is an Equal Employment Opportunity Employer.
