Investigation and Resolution Officer, Clerk Grade 7/8

Pursuing Fairness for the people of NSW!

Vacancy: Investigation and Resolution Officer, Clerk Grade 7/8 – Complaints Resolution Branch
Location: Sydney CBD with hybrid and flexible working options.
Employment: Ongoing or Temporary. A talent pool may be created from this recruitment to be used across work streams within the NSW Ombudsman
Salary Range: Up to $146,977. Package includes salary ($116,981 – 129,492), employer's contribution to superannuation and annual leave loading.

About the NSW Ombudsman

Government agencies touch and impact the lives of the people of NSW every day, and we are there to make sure those interactions are fair. Government is complex and people need to have confidence that someone is holding government agencies to account if their actions are unreasonable, wrong or unlawful.

We are that someone. We are the organisation that shines a light on serious wrong conduct in the delivery of government services. Our ultimate goal is that everyone receives the right services and fair treatment from the agencies we oversight.

Our scope is broad. We cover services for vulnerable families, including the delivery of community services funded by government; local councils; correctional and youth justice centres; education; environment protection and public transport – to name a few!

We work to help resolve problems at an individual level, as well as looking at the bigger picture to promote system improvements in public administration and in the delivery of community services. We are confident in the knowledge that our work will give voice to the individual and bring fairness and balance to how the government delivers to the public it serves.

We are committed to providing a range of career development opportunities. We aim to guide and help our people with the skills they need to lead our organisation and give the most impact to what they do.

The Role

The Investigation & Resolution Officer (IRO), Grade 7/8, in the Complaints and Resolution Branch, involves managing a caseload of complaints, including urgent and complex matters. This involves making an assessment to determine whether a case should be investigated or resolved through alternative dispute resolution methods, such as conciliation.

The IRO engages with complainants and agencies to gather necessary information, evaluate the information and ensure timely submission of correspondence for supervisor approval. The IRO has a role in determining trends and while there is no direct supervisory role, there is the capacity to help guide and assist more junior, Complaints Officer staff as required.

A talent pool may be created to fill future vacancies across complaint workstreams which may include:

• Custodial and Community Corrections
• Housing, Health and Tertiary Education
• Community Services, Guardianship and School Education
• Public Administration
• Local Government and Environment
• Business Improvement

More information about the work of our streams can be found in our annual reports: NSW Ombudsman | Office Annual Reports.

About you

You will have:

· Demonstrated experience in complaint handling or in similar customer-facing resolution role/s.

· Excellent communication skills, including the ability to communicate well with our diverse stakeholders, and to prepare complex correspondence and reports.

· An understanding of the statutory functions and work of the Ombudsman.

· Experience analysing complex matters to distil the relevant issues, and the ability to objectively assess and scrutinise responses to inquiries from subject agencies.

· Demonstrated ability to work independently and as part of a team.

· You have demonstrated capacity to work in a way that respects the range of lived experience and vulnerability within our community.

Some streams may have additional requirements, such as a working with children check and/or willingness to travel for outreach or correctional centre visits.

What can we offer?

• Competitive salary and future growth opportunities within NSW Ombudsman
• Flexibility and the capacity to work in a hybrid way
• Work life balance with a 35-hour work week
• Close to public transport - office is adjacent to Town Hall Train Station
• Great team environment and culture
• Fitness Passport
  

Notes:

• Online applications must consist of (Please combine in one document):
• The assessment process will be conducted by a standard panel assessment process.
• A talent pool may be created through this recruitment process. A talent pool is a pool of applicants who have been assessed and identified as suitable for this role or similar roles, and who may be considered for a range of similar roles, including temporary, term or ongoing roles over the next 18 months.
• Short listed candidates will be subject to security and other vetting processes.
• Only applications that are submitted through the NSW Ombudsman Career site will be accepted.
• Late applications will not be accepted.
• All temporary roles may have the opportunity for ongoing employment.

Employment at the NSW Ombudsman is subject to the satisfactory completion of security and related vetting including, in part, a criminal records check; signed understanding and acceptance of a range of policies; two statutory declarations relating to conflicts of interest, arrests, charges, convictions and a health declaration.

The NSW Ombudsman promotes a diverse workforce that is representative of the communities we serve. We particularly encourage applications from Aboriginal people, people from culturally and linguistically diverse communities, LGBTIQ+ people and people of all genders, and people with disability. We support flexibility and all roles advertised on a full-time basis may be considered for part-time employment.

Additional Information is available at the following links.

Role Description
NSW Ombudsman Website

Closing date: 10am, Sunday 25 October 2026

Inquiries can be directed to Recruitment team via recruitment@ombo.nsw.gov.au

We provide adjustments including alternative formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternative formats) or have an enquiry about the support provided, please contact Sheena on 02 9127 7159 or recruitment@ombo.nsw.gov.au.

The NSW Ombudsman has achieved Disability Confident Recruiter status, awarded by the Australian Disability Network. We are committed to continuing this journey through inclusive recruitment practices to ensure candidates have a positive experience in every step of the recruitment process.