Disputes Officer, Ongoing, DARLINGHURST

About the Role

Grade: Clerk Grade 5/6 base salary starts at $85,488

Duration: Ongoing

Closing Date: 25th Jan 2021 @ 9:59AM
Location: Various

About Us
The Workers Compensation Commission (WCC) resolves workers compensation disputes between workers, employers and insurers across NSW. The WCC is an independent statutory tribunal within the state’s justice system, committed to providing a transparent and independent dispute resolution service. Resolving disputes in the shortest time frame is a priority for the WCC. We work with all parties (workers, employers and insurers) throughout the process, to discuss ways of resolving a dispute. The work of the WCC is done by presidential members, , a Registrar, arbitrators, mediators, approved medical specialists, and legal and operational staff.

On 1 March 2021, workers compensation dispute resolution will combine with motor accidents dispute resolution to form a new tribunal called the Personal Injury Commission (PIC). Staff of WCC are provided by the Department of Customer Service (DCS), which is a department that is transforming the way NSW Government agencies interact with customers. DCS is passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.

Key responsibilities

Manage a caseload of complex dispute resolution applications to meet legislative and business requirements
Manage active matters, ensuring that all correspondence and records are effectively administered, and the necessary action taken in a timely manner to ensure effective delivery of services
Maintain and apply sound knowledge of current case management procedures and guidelines to resolve escalated queries and act as the point of contact for arbitrators, mediators and delegates
Provide guidance and assistance to unrepresented claimants, communicating complex practice and procedures in an accessible way.
Transition to working in virtual teams comprised of both Disputes Services and Registry staff.

Key challenges

Maintaining up-to-date and thorough knowledge of legislation, subordinate legislation, guidelines and procedures related to the case management process within a changing regulatory environment
Analysing complex issues and competing views, while applying judgement and discretion to determine appropriate case management strategies
Transitioning to working in virtual teams comprised of both Disputes Services and Registry staff.

To be successful you will: Enjoy delivering service to the parties to WCC proceedings, WCC decision-makers and other stakeholders, as well as having a genuine interest in case management and Tribunals.

For enquiries regarding this position please contact Alison Fitzgerald on 02 82681407.

Understand more about the Workers Compensation Commission. Please look at the Commission’s website at https://www.wcc.nsw.gov.au to learn more about the Commission.

In addition, see why you should work for NSW at


How to Apply!
Your application must include a covering letter and an up-to-date resume that details your knowledge, skills and experience in relation to the above role, demonstrating your capability against the focus capabilities of the role.

Please submit your CV (5 pages maximum) with a maximum two-page cover letter outlining how your experience meets the focus capabilities of the role.

Working at Department of Customer Service

The Department of Customer Service is a great place to work! Our values of accountability, trust, service and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Salary Grade 5/6, with the base salary for this role starting at $85,488 base plus superannuation

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment.

If you do require an adjustment during the recruitment process, please notify us on your application form.

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