Complaint Investigation Officer jobs

Department: LRLS OLSC Complaints Unit
Department/Agency: Department of Communities and Justice

Location:
Sydney, NSW, AU, 2000

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Req ID: 85974

Resolution and Investigation Officer

Office of the Legal Services Commissioner

Location - Sydney CBD with flexible working arrangements available
Employment Type – Ongoing – Full time (35 hrs per week)
Salary - Clerk Grade 5/6, Base Salary ($102,936- $113,579), plus employer’s contribution to superannuation and annual leave loading

Your role

The Office of the NSW Legal Services Commissioner (OLSC) is an independent statutory office that deals with complaints about lawyers.

The role is responsible for handling public concerns regarding the legal profession by gathering information, investigating complaints, and resolving consumer disputes via the telephone, and through written communication with the parties.

This is a hybrid workplace role, currently performed both from the OLSC office in the Sydney CBD, and from home, with ongoing remote work arrangements at the Department’s discretion.

What you’ll do

In addition to meeting the essential requirements, the successful candidate must demonstrate strong capabilities in:

Resolving consumer disputes over the telephone and in writing, through negotiation, problem solving and mediation to improve standards of professional practice.
Managing large and variable workloads whilst managing the expectations and demands of complainants and legal practitioners.
Providing case studies drawn from complaints to legal, policy and education officers to provide a basis for better education and regulation of the profession.
Working towards the reduction of the number of complaints made against lawyers through participation in a process of education, training and communication with the profession and the community.
Communicating effectively and sensitively, orally and in writing, with a wide range of clients, from senior members of the legal profession to individuals who may have limited English skills or disabilities.

What we’re looking for

Experience working in a legal regulatory environment, dealing with consumer complaints, preparing submissions and correspondence on complex issues, and knowledge of relevant legislation.

Essential requirements

Ability to resolve conflict, negotiate and mediate.
Ability to manage a large case load, meet deadlines and remain calm under pressure.
Strong written communication skills

Appointments are subject to a National Criminal History Record Check in accordance with the Disability Inclusion Act 2014

Download the role description.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:
A challenging and rewarding career
Flexible, autonomous work environment
Competitive pay and conditions
Training and development opportunities to build and maintain capabilities
Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) addressing the 2 targeted questions below with a brief outline on how you meet the requirements of the role:

Please tell us about how your previous experience (ideally in a legal, regulatory or complaints handling environment) provides skills necessary for the advertised position, particularly in dealing with any challenges that you foresee in working in a complaint handling environment.
Please detail the key factors you consider important in attempting to mediate and resolve a dispute.

Applications close: Sunday, 20 September 2026 at 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring supervisor Jackson Bova at jackson.bova@justice.nsw.gov.au

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please contact Lois Jebin at lois.jebin@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/