Case Manager, Complaints Resolution Unit
Western Sydney University Western Sydney University, Locked Bag 1797, Penrith, NSW 2751- Opening Date: Not Available
- Closing Date: 19-Sep-2024
- Western Sydney University, Locked Bag 1797, Penrith, NSW 2751
- HEW Level 8 - $130,740 to $145,135 p.a. (comprising base salary of $110,477 to $122,641 p.a., plus 17% Superannuation and Leave Loading)
- Assessing complaints across a wide spectrum, including administrative issues, behavioural conduct matters, discrimination, sexual offences, and whistleblower reports.
- Conducting investigations into complaints and making decisions on the best way to resolve each case.
- Identifying patterns and opportunities for improvement across the University based on complaint insights and recommendations.
- Building strong relationships with various stakeholders to ensure a consistent, fair, and collaborative approach to complaint resolution.
- Extensive experience in managing complaints, especially complex or sensitive ones.
- Excellent communication skills to support individuals through challenging situations while maintaining professionalism.
- A deep sense of empathy and commitment to integrity and confidentiality.
- Part of a team that values integrity, accountability, and continuous improvement.
- Opportunity to make a meaningful contribution to the University’s commitment to fairness and support for all.
- Position enquiries can be directed to Edith Taylor or Kerry Cameron-Pratt via email.
- This position is for internal applicants only, employed by Western Sydney University.
Ref 4051/24 - Case Manager, Complaints Resolution Unit
WESTERN SYDNEY UNIVERSITY INTERNAL APPLICANTS ONLY
To be eligible to apply for this position you must be employed by Western Sydney University on an ongoing, fixed-term or casual basis at the time of this advertisement.
All ongoing and fixed term employees seeking to apply for this position as a secondment must have completed a minimum of 12 months’ full-time continuous service to be eligible to apply for this role, as per Part D of the Recruitment and Selection Policy.
Western Sydney University is seeking a dedicated and experienced Case Manager to join the Complaints Resolution Unit (CRU), which operates within the Office of General Counsel. The CRU is responsible for handling complaints across a wide spectrum, including administrative issues, behavioural conduct matters, discrimination, sexual offences, and whistleblower reports. These complaints often involve sensitive, complex, and high-risk situations that require careful management, ensuring impartiality and fairness for all parties involved.
The Opportunity
As a Case Manager, you'll be at the heart of our efforts to resolve a wide range of complaints—from administrative issues and behavioural concerns to more sensitive matters like discrimination, sexual offences, and whistleblowing. You’ll be responsible for assessing complaints, conducting investigations, and making thoughtful decisions on the best way to resolve each case. It’s a role that requires a deep sense of empathy, strong communication skills, and a commitment to maintaining the highest standards of integrity and confidentiality.
In this role, you'll have the chance to make a real impact, not just by resolving individual complaints but also by helping us identify patterns and opportunities for improvement across the University. Your insights and recommendations will shape policies and processes that improve the experience for our entire community—students, staff, and beyond. You’ll work closely with various stakeholders, building strong relationships and ensuring that our approach to complaint resolution is consistent, fair, and collaborative.
About You
We’re looking for someone who brings extensive experience in managing complaints, especially those that are complex or sensitive. You’ll need to be an excellent communicator, able to support people through challenging situations while keeping a calm and professional demeanour. In return, you’ll be part of a team that values integrity, accountability, and continuous improvement, making a meaningful contribution to the University’s commitment to fairness and support for all.
Position enquiries:
Edith Taylor em.taylor@westernsydney.edu.au or Kerry Cameron-Pratt k.cameron-pratt@westernsydney.edu.au
Remuneration:
HEW Level 8 - $130,740 to $145,135 p.a. (comprising base salary of $110,477 to $122,641 p.a., plus 17% Superannuation and Leave Loading).
Closing Date:
8:30pm, Thursday 19 September 2024
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Western Sydney University is committed to diversity and social inclusion. Applications from people of culturally and linguistically diverse backgrounds; equity target groups including women, people with disabilities, people who identify as LGBTIQ, and people of Aboriginal and Torres Strait Islander descent are encouraged.
If you require assistance in using the System, please email recruitmentpartnerships@westernsydney.edu.au or phone the Recruitment Helpline on (02) 9852 5422. Please note, we do not accept applications for roles to the recruitmentpartnerships@westernsydney.edu.au email.
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