Manager, Complaints

This is an opportunity to play a key role in strengthening how RSHQ responds to and learns from complaints.

As Manager, Complaints, you will oversee the agency's complaints management system, ensuring matters are managed effectively, consistently and in line with legislative requirements. You will work closely with stakeholders to support high-quality responses, identify trends and systemic issues, and drive continuous improvement across the organisation.

The role offers variety and impact, with responsibility across coordination, reporting, analysis and capability building, contributing to improved processes, transparency and service delivery.

We are seeking a practical and solutions-focused professional who can lead complaints functions in a complex environment.

You will have:

• Experience in complaints management, governance or related functions
• Strong understanding of legislative and public sector requirements
• Ability to manage competing priorities and sensitive matters
• Well-developed stakeholder engagement and communication skills
• Analytical capability, with a focus on identifying trends and improvement opportunities

What will set you apart:

• Experience improving complaints systems or processes
• Ability to translate data into insights and practical actions
• Strong policy, reporting and written communication skills
• A proactive, continuous improvement mindset
• Relevant qualifications in law, business, governance or similar (desirable)

The role description will outline any qualifications, licences and specific requirements of the role. If you are interested in this job we encourage you to read the attached role description and talk to the contact officer.

• Applications will remain current for a period of up to 12 months and may be considered for other vacancies (identical or similar).
• Appointments are subject to criminal history checks in accordance with section 52 of the Public Sector Act 2022.
• Prior to appointment, current and previous public sector employees are required to disclose any history of serious disciplinary action in accordance with section 71 of the Public Sector Act 2022.
• All employees are required to disclose any interest/s that conflict, may conflict or may be perceived to conflict with the discharge of their duties in accordance with section 89, 182 or 183 of the Public Sector Act 2022.

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