Careers at TAFE NSW
Complaints Referral Specialist
A career of life-changing impact starts here! Join TAFE NSW as a Complaints Referral Specialist and support fair, effective and timely complaint resolution.
Complaints Referral Specialist
Location negotiable across NSW (subject to campus availability)
Permanent Full Time
$149,973 - $165,541 salary package - includes base salary ($132,132 - 145,848), plus employer’s contribution to superannuation and annual leave loading
At TAFE NSW, we are dedicated to life-changing impact.
That’s why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow.
Life-changing impact starts with an incredible team that sees their career as an opportunity to transform someone’s world. Whether that’s inspiring students, supporting each other, or helping our communities and industries flourish.
We live by TAFE NSW values: Customer Focus, Integrity, Collaboration, and Excellence. They define who we are, how we work, and inspire our performance.
We invest in our people
At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work.
We provide you with tools, ongoing training and professional development, health and wellbeing programs, and a 35-hour working week with a variety of flexible working options.
About the role
As a Complaints Referral Specialist, you will play a key role in supporting the effective and consistent management of complex and sensitive complaints across TAFE NSW. You will provide specialist guidance to staff handling complaints, assess matters that may present organisational risk and support fair, timely and policy-aligned outcomes.
Working with the enterprise complaints function, you will contribute to complaint reviews, reporting and analysis, and identify opportunities to strengthen customer service, complaints handling practices and organisational capability.
About you
You will bring sound judgement and strong analytical skills, with the ability to assess complex and sensitive matters, manage competing priorities and communicate clearly with a range of stakeholders. You will be confident interpreting relevant legislation, policies and procedures, providing practical advice and approaching challenging conversations with professionalism and sensitivity.
You will hold a degree in a relevant discipline or have equivalent skills, knowledge and experience, ideally gained in a government agency, industry-specific body or ombudsman environment. Experience in complaints management and a commitment to fair, customer-focused outcomes will position you well for success.
To find out more about the role, click to view the 
Role Description
Our commitment to diversity, equity and inclusion
TAFE NSW is committed to building a culturally safe and inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from all backgrounds and encourage you to apply. If you require adjustments during the recruitment process, please contact our Talent Acquisition Advisor listed below.
To apply for this role, click 'apply now' and provide:
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Your current resume
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Copies of your qualifications, where applicable (upload as one PDF file). Certified copies preferred; these will be required if successful for the role
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A response to the below targeted question when prompted in the application form (max. 300 words)
Targeted Question: Tell us about a time you analysed a complex or sensitive complaint or issue and developed a practical solution. How did you assess the information and risks to determine your approach, and what was the outcome?
A career of life-changing impact awaits you. Apply now!
Applications close 11:55pm AEDT Tuesday 24th November 2026
Additional Information:
General recruitment and adjustment enquiries: contact Talent Acquisition Advisor Peta Handley on Peta.Handley@tafensw.edu.au
Role-specific enquiries:
Hannan McIntyre, Manager Exec & Ministerial Liaison Unit, via email at hannah.mcintyre@tafensw.edu.au
For support with preparing your application and understanding the recruitment process, visit our Application Process page, and explore the helpful resources available through I Work for NSW.
This is a child-related position. Successful candidates must hold a valid NSW Working with Children Check (WWCC) prior to commencing. TAFE NSW will also conduct an Australian National Criminal Record Check on the preferred applicant as part of the pre‑employment process.
To be eligible for a position at TAFE NSW, you must be an Australian citizen, a permanent resident of Australia, or a New Zealand citizen with a current New Zealand passport.
A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies.
Location is negotiable across our TAFE NSW campuses. Please note that preferred campus location is not guaranteed and is subject to campus availability at the time of offer.
Considering a move to Regional NSW? The Welcome Experience is a free service offering personalised support to help you settle in, connecting you with local communities, essential services, and lifestyle opportunities.
