Manager Enquiries & Conciliation in Parramatta

Your role

Anti-Discrimination NSW strives to eliminate discrimination in New South Wales by resolving enquiries and complaints, raising awareness about discrimination and its impacts, and taking action to influence change. The successful candidate will have excellent communication skills and works well in a team. You are resilient and able to work with competing priorities to agreed standards, budgets, and timeframes.

What you’ll do

• The role is responsible for the management of enquiries made to the Anti-Discrimination NSW (ADNSW) and ensure complaints are managed in the most streamlined and efficient way through the development of appropriate policies and procedures for efficient complaint handling.
• Lead and manage the direction of the team regarding complaint handling functions, appropriate strategies for alternative dispute resolution of complaints and complaint handling policy and procedures.
• Develop Branch plans that integrate well into the overall ADNSW strategic plan and develop and administer innovative complaint handling and alternate dispute resolution methods to ensure that the ADNSW's complaint handling objectives are met.
• Lead and manage a team that ensures that all staff receive appropriate induction, support, training, and career development, cultivating and maintaining a discrimination and harassment-free unit.
• Develop and update the Complaint Handling Manual and the Complaints database, the ADNSW's key instrument for statistical reporting and analysis of complaints data, trends, and patterns.

What we’re looking for

• Thorough knowledge of NSW anti-discrimination law and case law.
• A working knowledge of interstate and federal anti-discrimination and related law e.g., industrial relations law and case law.
• Superior knowledge and expertise in complaints management and in alternate dispute resolution.
• Relevant qualifications or high-level relevant experience in a field or fields related directly to the core work of the role and ADNSW.

Appointments are subject to reference checks. Some roles may also require the following checks/clearances:

• National Criminal History Record Check in accordance with the Disability Inclusion Act 2014.
• Working with Children Check clearance in accordance with the Child Protection (Working with Children) Act 2012.

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, we are sure that you're interested.

What We Offer

• 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.

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. Are you ready to join us?

Target Question 1: Organisations are increasingly experiencing more complex complaints, challenging client interactions and competing service demands. Tell us about a time when you led your team through challenging circumstances while also supporting priorities across different areas of the organisation. How did you balance team leadership, staff wellbeing and working with others across the business, and what was the result?

Targeted Question 2: Provide an example of how you have applied anti-discrimination, human rights, administrative law or alternative dispute resolution principles to achieve a fair and effective outcome for clients or stakeholders.

Applications close Sunday, 1 November 2026 at 11:59pm AEST. For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Mia Zahra via *********@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 Paola Piña | Talent Acquisition Officer, via **********@dcj.nsw.gov.au.

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.