We are seeking an experienced, motivated and people focused leader to join our agency as an EL1 Team Leader within the Complaints team. This is a meaningful opportunity to strengthen fairness, integrity and trust in the administration of Australia’s tax and superannuation systems by guiding investigators to resolve complex complaints efficiently, respectfully and in line with community expectations.
As a Team Leader, you will support the Director of Complaints in managing the Taxation Ombudsman’s complaint team, providing direction, coaching and oversight to ensure high quality and timely complaint resolution.
You will play a key role in developing capability, supporting staff growth, and fostering a positive, high performing and respectful workplace culture.
Successful applicants can expect to be involved in:
· Leading and overseeing investigators to ensure timely, high quality complaint resolution.
· Coaching and developing staff capability and supporting career growth.
· Allocating all unresolved complaints to the appropriate team.
· Providing detailed case instructions, particularly for early resolution matters by identifying key tax administrative issues, setting inquiry scope and shaping case strategy.
· Working with the Technical Leader on matters requiring specialised oversight.
· Ensuring clear communication, accurate case data and quality assurance standards.
· Identifying emerging issues, risks and complaint trends and advising the Director.
· Contributing to systemic insights that improve tax administration.
· Building a respectful, supportive and high performing workplace culture.
Representing the Complaints Team within the Management Team and maintaining effective stakeholder relationships.
The key duties of the position include:
Our ideal candidate has demonstrated:
• approximately 5+ years’ experience leading, motivating and managing teams in complex operational environments.
• understanding of complaint handing, investigation and/or case management processes with a focus on optimising processes and resources.
• ability to analyse trends and drive continuous improvement including through the use of data.
• ability to build and maintain effective working relationships with internal and external stakeholders and communicate clearly and professionally.
• ability to provide detailed case instructions by identifying key tax administrative issues, setting inquiry scope and shaping case strategy.
Eligibility
Relevant experience or qualifications in complaints management, dispute resolution, working with ATO systems and/or tax and superannuation administration are desirable but not essential.
Eligibility
• Undergo pre-employment checks.
• Ability to obtain and maintain a national police check.
• Australian Citizenship is a condition of eligibility.
• Ability to obtain and maintain a baseline security clearance.
Notes
The Tax Ombudsman is an independent statutory office whose purpose is to improve the fairness and integrity of taxation and superannuation administration in Australia.
In delivering against our purpose, our key activities are to:
• investigate and help resolve complaints from taxpayers or tax practitioners about the administration of the Australian Tax Office (ATO) or Tax Practitioner Board (TPB) in a timely and efficient way
• review and make recommendations on systemic issues relevant to improving tax administration
• provide independent advice to the Government and Parliament on improving tax administration
• raise awareness of the role of the agency and promote the integrity of the tax system.
To apply, please submit your resume (maximum 3 pages) along with a 700-word pitch outlining your relevant skills and experience to the role. Applications can be submitted by emailing ***********@taxombudsman.gov.au by 3 February 2026. For any further inquiries, please contact Jarrod Joseph – *************@taxombudsman.gov.au
We may create an order of merit from this selection to fill similar roles in future.
* Requirement to attend the Sydney office for initial 2-week induction in Sydney.
* If based in Sydney, hybrid working between office and working from home.
* If in any other listed location, this role would be fully working from home with occasional (quarterly) travel to Sydney for face-to-face meetings.
Getting to know the Taxation Ombudsman
The Tax Ombudsman is an independent statutory office whose purpose is to improve the fairness and integrity of taxation and superannuation administration in Australia. In delivering against our purpose, our key activities are to: 1. investigate and help resolve complaints from taxpayers or tax practitioners on the administration of the ATO or TPB in a timely and efficient way 2. review and make recommendations on systemic issues relevant to improving tax administration 3. provide independent advice to the Government and Parliament on tax administration, and 4. raise awareness of the role of the agency and promote the integrity of the tax system. For further information about our office and our role, refer to the IGT website at igt.gov.au/