Senior Team Leader Complaint Resolution

JOB.TITLE Clerk Grade: 9/10 Work Type: 2 x full-time temporary opportunities (1 position for up to 12 months and 1 position for up to 6 months). A talent pool may also be established from this recruitment process and used to fill future temporary and ongoing vacancies. Location: Darlinghurst, Sydney Multiple opportunities available | Lead people.

Deliver outcomes. Make a difference. 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 you’ll 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 .

Why join us Meaningful work – Deliver outcomes that make a real difference for injured people Leadership impact – Shape team performance, culture and capability in a critical service area Professional growth – Build your expertise across complex complaints, investigations and system improvement Values-driven environment – Work in a team committed to integrity, service and accountability Ready to apply?

If you are a capable people leader and technical specialist who thrives in complexity and wants to make a genuine impact we want to hear from you. How to apply To apply, please submit: A current resume outlining your qualifications, skills and employment history. A cover letter (maximum 2 pages) demonstrating your suitability for the role and providing examples of your relevant skills, knowledge and experience.

Your application should clearly demonstrate how your capabilities, knowledge and experience align with the responsibilities of the position. Please note candidates who are invited to interview will be required to complete additional assessments