We are seeking an experienced, motivated and people focused leader to join our agency as an EL1 Team Leader within the Complaints team. This is a meaningful opportunity to strengthen fairness, integrity and trust in the administration of Australia's tax and superannuation systems by guiding investigators to resolve complex complaints efficiently, respectfully and in line with community expectations. As a Team Leader, you will support the Director of Complaints in managing the Taxation Ombudsman's complaint team, providing direction, coaching and oversight to ensure high quality and timely complaint resolution. You will play a key role in developing capability, supporting staff growth, and fostering a positive, high performing and respectful workplace culture. Successful applicants can expect to be involved in: • Leading and overseeing investigators to ensure timely, high quality complaint resolution. • Coaching and developing staff capability and supporting career growth. • Allocating all unresolved complaints to the appropriate team. • Providing detailed case instructions, particularly for early resolution matters by identifying key tax administrative issues, setting inquiry scope and shaping case strategy. • Working with the Technical Leader on matters requiring specialised oversight. • Ensuring clear communication, accurate case data and quality assurance standards. • Identifying emerging issues, risks and complaint trends and advising the Director. • Contributing to systemic insights that improve tax administration. • Building a respectful, supportive and high performing workplace culture. Representing the Complaints Team within the Management Team and maintaining effective stakeholder relationships. The key duties of the position include Our ideal candidate has demonstrated: • approximately 5 years' experience leading, motivating and managing teams in complex operational environments. • understanding of complaint handing, investigation and/or case management processes with a focus on optimising processes and resources. • ability to analyse trends and drive continuous improvement including through the use of data. • ability to build and maintain effective working relationships with internal and external stakeholders and communicate clearly and professionally. • ability to provide detailed case instructions by identifying key tax administrative issues, setting inquiry scope and shaping case strategy.
