Join our team as an EL1 Assistant Director Complaints! This ongoing, hybrid role within the Governance team at The Administrative Review Tribunal can be located in either Adelaide, Brisbane, Canberra, Hobart, Darwin, Perth, Melbourne and Sydney About the opportunity The Assistant Director Complaints works within the Governance section to ensure the efficient and effective delivery of the Administrative Review Tribunal's (ART) external complaints management function. This involves managing a small national team, providing strategic expertise and driving continuous improvement of protocols and processes. The Assistant Director, Complaints will also champion best practice in complaints management through engagement with senior management and other stakeholders across the ART. This role may involve complainants sharing sensitive or traumatic experiences. You will understand the emotional nature of this work and be prepared to engage with respect, empathy and use a trauma informed approach. About the Tribunal: The Administrative Review Tribunal plays a crucial role in the Australian legal landscape, providing a process for individuals and organisations to seek an independent review of decisions made under a wide range of Commonwealth laws. We believe in providing our employees with a work environment that is supportive and rewarding. Our culture is one that welcomes all and we embrace flexibility and diversity. We believe our people are our most valuable asset and we work to support the skills, knowledge and capability of our staff. You can learn more about the Tribunal on the ART website. What we offer: We believe the little extras can make a big difference in supporting your success and some of our great incentives include: flexible working options, including remote working to support you with your commitments outside of work. competitive salary including generous superannuation employer contribution of 15.4% salary packaging options supportive career development opportunities access to holistic health and wellbeing programs including Fitness Passport which provides discount to 350 gyms, free annual influenza vaccinations and free eye tests generous leave allowances including Christmas to New Year office closure with no deduction from your leave balance and options to purchase leave. Employee Assistance Program for you and your family positive and inclusive culture. Read our Enterprise Agreement for more information about our terms and conditions of employment. The key duties of the position include Strategic advice and support: Contribute to the provision of strategic advice and recommendations to senior management on issues related to complaints management. Support the Director, Governance in planning processes to achieve section objectives. People management : Lead and motivate staff in the Complaints team and foster a positive, user-centred culture aligned with the ART Values. Implement work plans that provide strategic direction for the team and ensure effective allocation and management of resources. Develop, coach and mentor staff, manage performance and identify training needs. Service delivery: Provide direction and guidance on complaints investigations, lead the coordination, development and clearance of responses and empower staff to deliver high-quality and timely outcomes. Use sound judgement to manage and resolve escalated or more complex/sensitive issues. Innovation and change: Lead the implementation of new or changed ways of working within the Complaints team. This includes reviewing existing protocol and processes and driving the development and maintenance of reporting and guidance materials. Stakeholder management: Initiate, develop and manage relationships with a diverse range of internal and external stakeholders to promote best practice and a consistent approach to complaints management. Represent the ART in cross-agency meetings and forums as required.