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Lead. Innovate. Resolve. Make a Difference.
Are you an experienced leader with a passion for resolving complex issues and improving customer experiences? Do you thrive in fast-paced environments where strategic thinking and stakeholder engagement are key? If so, Access Canberra is looking for you!
As the Assistant Director - Resolution and Support Team, you will lead a high-performing team that serves as the frontline for complaints management, early dispute resolution, and regulatory support. Your leadership will drive innovative service improvements while ensuring our team delivers exceptional customer outcomes.
Why Join Us?
At Access Canberra, we’re committed to providing seamless and efficient services to the ACT community. This role offers:
- A dynamic leadership opportunity to shape complaint resolution strategies and enhance service delivery.
- A collaborative and supportive work culture where your expertise will be valued.
- A chance to work on high-impact projects that contribute to regulatory excellence and community trust.
- Flexible work arrangements in a hybrid environment that supports work-life balance.
What You’ll Do:
- Lead the Resolution and Support Team, providing strategic direction, coaching, and operational oversight.
- Develop and implement effective complaint and dispute resolution strategies to improve customer outcomes.
- Foster strong stakeholder relationships, collaborating with regulatory teams, internal divisions, and external agencies.
- Identify emerging issues and trends, using data and insights to inform decision-making.
- Drive business improvements, ensuring that processes and technologies enhance efficiency and service quality.
- Manage complex and sensitive complaints, offering expert guidance and support where needed.
- Ensure the team operates within regulatory frameworks, aligning with best practices and government priorities.
What We’re Looking For:
- Proven leadership experience, with a track record of managing teams and driving high-performance cultures.
- Strong problem-solving and decision-making skills, particularly in regulatory and dispute resolution environments.
- Excellent communication and negotiation abilities, capable of engaging diverse stakeholders effectively.
- Experience in triage management, early dispute resolution, or regulatory compliance.
- The ability to adapt to change and manage competing priorities in a high-pressure environment.
- A passion for improving processes and delivering customer-centric solutions.
We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.
Eligibility/Other Requirements:
Highly Desirable Skills:
- Experience in regulatory environments and frameworks.
- Hands-on expertise in triage management and complaint resolution.
- Strong ability to build meaningful data points and leverage data-driven insights to inform decision-making and improve service delivery.
Note: This is a temporary position available immediately for a period of six months with the possibility of extension up to 12 months and/or permanency. A merit pool will be established from this selection process and may be used to fill future vacancies over the next 12 months.
How to Apply: To apply, please submit the following:
- An up-to-date curriculum vitae.
- A two-page pitch outlining your Skills, Experience, and suitability for the role.
- Contact details for at least two referees, including one current supervisor.
Applications should be submitted via the Apply Now button below.
City and Environment
City and Environment Directorate was established on the 1 July 2025. This new directorate is an amalgamation of positions previously advertised under Environment, Planning and Sustainable Development Directorate and Transport Canberra and City Services Directorate.
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Note
This is a temporary position available immediately for a period of six months with the possibility of extension up to 12 months and/or permanency.
