The Internal Ombudsman Shared Service (IOSS) provides an independent, impartial, and confidential service for community members, staff, Councillors, businesses, and other stakeholders across its member Councils. Reporting to the IOSS Management Committee, the service investigates complaints relating to:
- Administrative conduct
- Unethical behaviour
- Corrupt conduct
- Misconduct
- Maladministration
We are seeking an Administration Officer to provide high-quality administrative support, contribute to complaint-handling processes, and assist in preparing formal documentation and reports.
Key Responsibilities Administration & Support
- Provide administrative support to the Internal Ombudsman and Deputy Internal Ombudsman.
- Deliver advice and assistance to customers regarding IOSS processes and services.
- Prepare high-quality written documents, complaint responses, correspondence, executive reports, and sections of the IOSS Annual Report.
- Coordinate meetings, including scheduling, logistics, and minute-taking.
- Maintain the IOSS case management system, ensuring accurate records, reporting on trends, and meeting service standards.
- Support continuous improvements in administrative processes and complaint-handling functions.
- Comply with the Code of Conduct, policies, and procedures of all member Councils.
- Provide general advice to internal and external customers regarding complaint processes.
- Support broader IOSS projects and initiatives, including presentations, policy reviews, and promotional activities as requested.
- Relevant qualifications in administration, human resources, or related discipline and/or equivalent experience.
- Strong computer literacy, particularly in Microsoft Office.
- Excellent written and verbal communication skills.
- Demonstrated ability to work collaboratively and contribute to team outcomes.
- Strong time management and organisational skills.
- Ability to maintain confidentiality and handle sensitive information.
- Experience working within an Ombudsman or complaint-handling environment.
- Local government experience
- Take reasonable care of your own safety and that of others.
- Comply with Council WHS management systems, procedures, instructions, and PPE requirements.
- Follow WHS responsibilities as outlined by Council management.
- Comply with Council's COVID-19 Vaccination Procedure.
- Managers and team leaders are accountable for ensuring WHS policies are effectively implemented.
- Support the aims and objectives of NSW Child Protection legislation.
- If designated as a child-related role, hold a valid Working With Children Check (WWCC).
- Comply with all child safety requirements and be aware of future designation changes.
- Uphold the highest ethical standards and support fraud and corruption control initiatives.
- Report suspected misconduct to your Manager, Director, or Internal Ombudsman.
- Comply with ethical conduct, risk management frameworks, and Council's Fraud and Corruption Control Plan.
- Follow risk-based controls and procedures to prevent and detect fraudulent activity.
- Provide excellent customer service and maintain professionalism in all interactions.
- Respond promptly and accurately to enquiries via phone, email, and customer request systems.
- Deliver timely, reliable, and customer-focused information consistent with Council standards.
