Senior Team Leader Complaint Resolution

Senior Team Leader ComplaintResolution (Clerk Grade 9/10)
Multiple roles available including Temporary (fixed-term) and Ongoing opportunities Leadpeople. Deliver outcomes. Make a difference.

Darlinghurst NSW (hybrid). Youll be office-based at least 5 days per fortnight for full-time roles (pro-rata for part-time) with the remaining days worked flexibly as agreed.

Are you ready to lead in a role where integrity matters trust is earned and your work directly improves outcomes for injured people

Join the Independent Review Office (IRO) and lead a high-performing team delivering complex complaint resolution across workers compensation and CTP schemes where every decision counts.

Why this role matters

As a Senior Team Leader within your team you actively manage cases and lead the delivery of Level 2 and Level 3 complaint resolution services guiding your team through a range of matters including escalated sensitive and high-risk matters. You play a key role in ensuring decisions are fair and evidence-based while supporting better outcomes for customers and the broader scheme.

This is a role where you will:

• Lead people through complex and emotionally charged work

• Influence outcomes that impact individuals and system integrity

• Drive continuous improvement across complaints policy and practice

What youll be doing

You will combine strong people leadership with deep technical expertise to:

• Lead and develop a team of complaint resolution specialists building capability resilience and a strong team culture
• Provide expert direction on complaints and investigations at varying levels of complexity including high-risk and sensitive matters
• Oversee and assure quality complaint handling ensuring procedural fairness evidence integrity and high-quality outcomes
• Deliver clear authoritative advice to executives senior leaders and oversight bodies
• Use insights and data to identify risks systemic issues and opportunities for improvement
• Engage confidently with stakeholders across government legal regulatory and oversight environments

What you bring

You are an experienced leader who combines technical expertise with empathy and sound judgement with:

• Demonstrated experience in complaints handling investigations or dispute resolution in a complex or regulated environment
• Strong knowledge of administrative law principles procedural fairness and evidence-based decision-making
• Proven ability to lead coach and support teams including in high-pressure environments
• Exceptional communication skills with the ability to translate complex issues clearly and influence outcomes
• A commitment to continuous improvement accountability and delivering results

Experience in workers compensation and/or CTP schemes will be highly regarded.

Our values in action

At IRO our values are more than words they guide how we work every day:

• Integrity You make fair transparent and ethical decisions even in complex situations
• Trust You build confidence with your team stakeholders and the community through consistency and professionalism
• Service You put people at the centre delivering respectful customer-focused outcomes
• Accountability You take ownership lead with courage and deliver high-quality results

You will role model these values while shaping a positive ethical and supportive team culture.

Salary Grade 9/10 with the base salary for this role starting at 133348 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Tasha Bailey via

Visit the Capability Application Toolto prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: 13 August 2026 9:59am

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service digital transformation and regulatory reform. Come join us and influence the future of our great state.

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 provide adjustments to the recruitment process for candidates including individuals with disability. If you require an adjustment during the recruitment process including alternate formats or have questions about the support available please contact Talent Operations onor .

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Required Experience:

Manager