Ministerial & Feedback Officer

Full job description
Division: Homes NSW
Location: Liverpool, NSW, AU, 2170
Req ID: 75677
Ministerial & Feedback Officer

Location – Liverpool
Employment type – Ongoing Full-Time Opportunity
Enjoy flexible hybrid work arrangement, with an equal division of time between on-site presence and remote work
Clerk Grade 7/8, Salary - $113,574 – $125,720 pa, plus employer’s contribution to superannuation and annual leave loading

Your role
As a Ministerial & Feedback Officer, you’ll play a key role in resolving sensitive and complex complaints from clients, including matters referred by the Minister, Members of parliament, DCJ executive and the NSW Ombudsman.

This is a rewarding and challenging opportunity to apply your strong client-focused and critical thinking skills to deliver fair outcomes and meaningful improvements, while ensuring all actions meet legislative compliance and procedural obligations.

What you’ll do
Manage the end-to-end resolution of complaints and feedback, including those referred by senior stakeholders and oversight bodies.
Coordinate case management, assess complex service issues and deliver high-quality written responses on behalf of the Department.
Approve or decline the closure of a complaint while ensuring the principles of natural justice and procedural fairness are upheld.
Identify and report on emerging trends, risks, and system issues to help shape service improvements.
Research, draft and contribute to ministerial and executive correspondence, reports and briefings.
Maintain transparent records of all work undertaken on the system, ensuring accuracy and relevance of data, to assist in the monitoring and evaluating of unit processes and performance indicators by management and key stakeholders.
Develop and provide investigation plans, escalate matters appropriately and provide recommendations for action.
Support and contribute to work planning and resource alignment as well as provide feedback on work undertaken within the unit.
Liaise and work across DCJ Divisions and non-government stakeholders to ensure effective interface between program development, planning, service design and policy implementation.

What we’re looking for
Strong written and verbal communication skills to respond clearly and professionally to a broad range of stakeholders
Proven ability to resolve issues that fall outside of standard procedures through sound judgment and critical thinking
The ability to manage challenging clients in a professional and respectful manner
The ability to maintain knowledge of departmental policies, legislation and complaint resolution frameworks

Download the role description.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

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 a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

Applications close Sunday, 10 August 2025 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 manager Scott Wheeler on 1800 000 164 or at complaints@dcj.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 call Syvonne Pereira on 0402 600 846 or via Syvonne.pereira@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 Applying for DCJ jobs 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/

The Welcome Experience
Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.
 

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