This is a Senior Advisor, Issues & Complaints Resolution role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - senior More about the Senior Advisor, Issues & Complaints Resolution role at NSW Department of Customer Service Senior Advisor, Issues & Complaints Resolution Join SafeWork NSW and lead best-practice complaints management that strengthens trust and transparency Clerk Grade 9/10 with a salary range of $129,464- $142,665 plus super Ongoing/Permanent role based in Parramatta or Gosford NSW About us SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities. SafeWork NSW has recently transformed to become a modern, strong, and independent Work Health and Safety Regulator. We are looking for an experienced Senior Advisor to join the Issues and Complaints Resolution team and be part of the future of SafeWork NSW. About the role: The Senior Advisor, Issues & Complaints Resolution provides expert advice and high-level support to internal and external stakeholders in the management and escalation of complaints, ensuring effective, timely, and procedurally fair resolution. This role champions best-practice complaint handling that is accessible, transparent, and customer-focused, enhancing the experience of all complainants while meeting SafeWork NSW's compliance, regulatory, and legislative obligations. Key Responsibilities: Manage and oversee complaints in line with SafeWork NSW standards, policy and procedures, ensuring escalated complaints are resolved effectively, fairly, and in accordance with statutory obligations and external oversight requirements (e.g., NSW Ombudsman). Provide subject matter expertise and coaching to staff and stakeholders on effective and contemporary complaints resolution practices, strengthening consistency, transparency, and confidence in SafeWork NSW's regulatory integrity. Ensure accurate recording, triage, and handling of complaints and correspondence, adopting authorised procedures to minimise organisational risk and uphold confidentiality and privacy obligations. Monitor workloads and identify systemic risks within complaints management, developing practical solutions and improvement strategies to maintain service quality and support compliance and assurance functions. Provide specialist advice, reports, and briefings to SafeWork NSW leadership, the Minister, and relevant integrity agencies (e.g., Audit Office, Ombudsman, ICAC) on complaints trends, emerging risks, and opportunities for business improvement. Lead continuous monitoring and evaluation of complaints processes to identify areas for uplift, embedding recommendations that strengthen accountability, drive service excellence, and align with best practice standards set by NSW integrity agencies. Develop and maintain collaborative relationships across SafeWork NSW, government partners, and external oversight bodies to strengthen trust, transparency, and mutual understanding of complaints escalation and resolution processes. To learn more about the role, please click here to download the role description. About You: To be successful in this role, you will: Have experience in complaints management or similar roles. Possess exceptional organisational and time management skills. Demonstrate strong analytical and critical thinking capabilities. Have experience applying and interpreting legislation in a regulatory or complaints management context. Be a confident communicator with excellent written skills and the ability to prepare high-level reports and briefings. Thrive in a fast-paced environment and show resilience in managing complex and sensitive matters. Have knowledge or experience of trauma informed practice in complaint management. Demonstrate leadership in driving continuous improvement and embedding best-practice standards. How to apply: Click 'Apply Online' to access our application portal and submit your application. Your application should include a cover letter and resume outlining your capabilities and experience relevant to the role. Application closing date: Thursday 18 December 2025 (9:59AM) For enquiries relating to the recruitment process, please contact Sharlene Fouzder at sharlene.fouzder@safework.nsw.gov.au 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 want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Sharlene Fouzder at sharlene.fouzder@safework.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 A talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing complaints Providing expertise Monitoring processes Key Strengths ️ Complaints management Analytical skills ✍️ Communication skills Legislative interpretation Trauma-informed practice Leadership Why NSW Department of Customer Service is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
