The key duties of the position include The Role As the Executive Director, Complaints Resolution and Support Services Unit, you will establish and lead a new centralised and specialised complaints unit responsible for Defence-wide complaint management processes in response to key recommendations from the Commonwealth Ombudsman's Defending Fairness report and the Royal Commission into Defence and Veteran Suicide (RCDVS). You will play a critical role in shaping Defence's future complaint management framework, overseeing processes for managing outside chain-of-command and anonymous complaints, expanding Alternative Dispute Resolution (ADR) services, and implementing robust governance and reporting systems. Exercising significant autonomy and decision-making authority, you will provide strategic advice to senior ADF and APS leaders on complaints management and ADR. The role demands strong governance and oversight of procedures, practices, and educational initiatives to uplift capability across Defence. You will lead three directorates and a large, geographically dispersed workforce undertaking sensitive and complex work, with a strong focus on staff wellbeing and mitigating risks such as vicarious trauma. Key Responsibilities: Oversee unacceptable behaviour complaints outside the chain-of-command and drive delivery of Alternative Dispute Resolution (ADR) services and targeted training programs. Implement robust governance, auditing, and reporting frameworks to identify trends and continuously improve complaint handling. Provide strategic advice to senior ADF and APS leaders, acting as a trusted advisor on complaints management, ADR, policy, and governance. Lead and manage three directorates comprising APS and ADF personnel across multiple locations, ensuring operational effectiveness, strong governance, and a duty of care for staff working in sensitive and complex environments. Foster stakeholder engagement and collaboration across Defence to support effective consultation and capability uplift. About our Team The Complaints Resolution and Support Services (CRSS) Unit provides specialist expertise in managing unacceptable behaviour complaints across Defence. The unit is responsible for receiving and triaging anonymous and outside-of-line-management complaints, delivering ADR services, and developing policy, reporting, and training products to strengthen complaint handling capability. Our team enhances frontline dispute resolution services by providing expert advice and guidance, creating education and training resources, and supporting Defence leaders to manage complaints using trauma-informed principles. The unit also deliver robust governance and auditing frameworks to ensure compliance with Defence policy and best practice, and provide real-time reporting to identify trends and drive continuous improvement. Our Ideal Candidate We are seeking a senior leader with extensive experience in managing large, geographically dispersed teams that work on sensitive and complex matters. You will have a strong understanding of complaints management within the Defence context and in line with legislative requirements, including the Defence Act 1903, Public Service Act 1999, and Defence Force Discipline Act 1982 will be highly desirable. You will bring deep expertise in leading complaints management functions across APS and ADF, combined with strategic capability to make complex decisions that may impact individuals and the broader Enterprise. Your role will involve significant autonomy and high-level decision-making responsibility, including providing advice to senior ADF and APS leaders and ensuring compliance with legislative obligations. The ideal candidate will demonstrate: Expertise in complaints management processes, frameworks, and relevant legislation, with the ability to apply best practice approaches across a complex organisation. Proven leadership capability to manage large, geographically dispersed teams, ensuring operational effectiveness and prioritising staff wellbeing in environments with potential for vicarious trauma. Strong interpersonal and influencing skills to consult, negotiate, and build trusted relationships with senior stakeholders on sensitive and high-profile matters. Experience managing external audit and inquiry matters, including Royal Commissions, Ombudsman investigations, and other high-level reviews. Strategic thinking and sound judgement to identify and mitigate risk across the enterprise, ensuring robust governance and continuous improvement.
