• Newly created position
• Great opportunity to utilise your knowledge and skills to improve university processes and outcomes
• Liaise with a diverse range of stakeholders

The Role

• Continuing, Part Time - 21 hours per week
• $48,733 to $52,711 pa (plus 17% superannuation)
• Canberra, Bathurst, Wagga Wagga

In your new role as Complaints Management Officer, you will be responsible for assisting the University Ombudsman in driving a strong and effective complaints management framework that adds value to the governance and operations of the University, as well as meeting all related compliance requirements.

You will actively support the University Ombudsman including assisting in the preparation of regular reporting, complaints management data and reports, as well as liaise and work collaboratively with key stakeholders (internal and external) to support the office.

Utilising your analytical skills, you will look to identify opportunities to link complaints, problems or concerns into the quality management framework and use resolution options as tools for quality improvement.

To be successful you will have:

• Strong customer outcomes focus, confidence and resilience in liaising with internal and external stakeholders in relation to contentious matters
• Excellent written communication skills including the ability to write comprehensive evidence-based reports, recommendations and decisions as required
• Capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and the ability to prioritise and manage work
• Demonstrated ability to work effectively and collaboratively to achieve positive outcomes and contribute to positive workplace culture.

Application Requirements

Applicants are expected to apply online and address the selection criteria in the position description. If you experience difficulties applying online or for further information on completing the application process please visit our how to apply page or contact us.

About Us

Charles Sturt University is a young and growing university committed to developing far-sighted people who help their communities grow and flourish. We make a significant contribution to the prosperity and vibrancy of our rural and regional communities, with a reach and impact across Australia and internationally. We work together with industry, communities and students to create new thinking, inspire each other and make a positive and progressive contribution to the world.

The Office of Governance and Corporate Affairs is responsible for coordinating the governance of the University and is required to provide executive support to senior committees of the University. The Office of Governance and Corporate Affairs is also responsible for providing advice to the Vice-Chancellor, senior executives and staff of the University in relation to University governance, audit and risk management, investigations/appeals and complaints, legislative compliance, legal requirements, policy management and records management. The Office of Governance and Corporate Affairs also assists with other administrative, governance and advisory services relating to the corporate organisation of the University, such as graduations, elections, University rules and delegations.

Charles Sturt University offers a great work-life balance, professional development opportunities and generous financial benefits.

Charles Sturt University is an equal opportunity employer committed to diversity and inclusion. This is demonstrated through our Workplace Gender Equality Agency Employer of Choice Citation and our Athena SWAN Bronze Institutional Award. Charles Sturt is also a participating member in the Australian Workplace Equality Index. Applications are encouraged from Indigenous Australians; people with a disability; women (particularly for senior and non-traditional roles); people who identify as LGBTIQA+; and those from culturally and linguistically diverse backgrounds.

This position is open to Australian Citizens and Permanent Residents; or applicants who hold a current valid work visa commensurate with this position.

Further Information

Additional information is available in the position description or by contacting:

Melanie Rumball | University Ombudsman | mrumball@csu.edu.au | Ph: 0437 126 616

Closing Date: 11 pm, 26 September 2021