Mediation And Investigation Officer, Clerk 5/6

  • Ongoing Full-Time (35 hours per week)
  • Location: Sydney City
  • Clerk Grade 5/6, Base Salary ($85,488 - $94,327), plus employer’s contribution to superannuation and annual leave loading

About us

The departments of Communities and Justice share a common purpose across many areas of their work, particularly when it comes to improving outcomes for children and young people, Aboriginal people, people with disability, people from culturally and linguistically diverse backgrounds, people experiencing domestic and family violence, victims of sexual assault, juvenile offenders, people at high risk of reoffending, and people experiencing homelessness.

The Office of the NSW Legal Services Commissioner (OLSC) is an independent statutory office that deals with complaints about lawyers.

About the role

The role is responsible for handling public concerns regarding the legal profession by gathering information, investigating complaints and resolving consumer disputes via the telephone, face to face and by formal mediation.

Essential Requirements

  • Ability to resolve conflict, negotiate and mediate
  • Experience in preparing submissions and correspondence on complex issues
  • Ability to manage a large case load, meet deadlines and remain calm under pressure.

About you

In addition to meeting the Essential Requirements, the successful candidate will have demonstrable experience in the following:

  • Resolve consumer disputes over the telephone and in writing, through negotiation, problem solving and mediation to improve standards of professional practice.
  • Managing large and variable workloads whilst managing the expectations and demands of complainants and legal practitioners
  • Provide case studies drawn from complaints to legal, policy and education officers to provide a basis for better education and regulation of the profession.
  • Work towards the reduction of the number of complaints made against lawyers through participation in a process of education, training and communication with the profession and the community
  • Communicating effectively and sensitively, orally and in writing, with a wide range of clients, from senior members of the legal profession to individuals who may have limited English skills or disabilities

Applying for the role

To apply for this role you need to submit an application online via

When applying you will need to:

  • Answer all pre-screening questions on the online application form and answer the two pre-screening questions below: (300 Characters per question)

  • Please tell us about your experience working in a legal, regulatory or complaints handling environment as well as the challenges you faced and how you handled them.
  • Please detail the key factors you consider important in attempting to mediate and resolve a dispute


2. Providing a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description.

Contact: Roger Gimblett | Complaints Manager on 02 9377 1800 or

Closing date: 30 September 2020 (11:59 pm)

Technical Support:

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

The Department of Justice is committed to building a workplace that values and supports diversity and inclusion. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islanders, LGBTI and people from culturally and linguistically diverse backgrounds.

The Department encourages applications from people with disability and will provide reasonable adjustments in our recruitment process and in the workplace. If you need an adjustment in the recruitment process, please call or email the contact person listed, and also advise us of your preferred method of communication.