At Wollongong City Council, we continuously strive to create an Extraordinary Wollongong. We focus on the delivery of exceptional services, infrastructure and facilities for our community.
Wollongong is a great place to work, live and play! Together, our responsibility is to create an inclusive community where everyone is welcome, valued and belongs. Our strength is the diversity of our people.
We lead with courage, openness and curiosity and believe our employees are the key to our success. Learn more about us here.
The Opportunity
As the Coordinator Customer Complaints and Integrity, you will play a central role in strengthening how Council responds to, manages, and learns from customer complaints. You'll be part of a small, highly collaborative integrity team within the Office of the General Manager, working closely with your Manager, senior leaders, and the Customer Service team.
You'll be the key connection between our community and the organisation coordinating Tier 2 complaints, partnering with managers to resolve matters constructively, and stepping in to support the de‑escalation of complex customer interactions when needed. You'll also contribute to Tier 3 investigations, privacy and corruption ‑prevention activities, the Unreasonable Conduct of Customers (UCC) framework, and transparent reporting to the Audit, Risk and Improvement Committee.
This role puts you front and centre in enhancing trust, accountability and fairness across Council. You'll work with people at every level from front‑line staff to Directors and oversight bodies helping shape a positive, ethical and customer‑focused culture.
This is a permanent full-time position. Salary up to $143,191 per annum plus superannuation (Salary package will be assessed based on skills, experience and qualifications).
Under Part 2, Section 6 of the Child Protection (Working With Children) Act 2012, this position has been designated as requiring a paid Working With Children Check.
How you'll make a difference
You will:
- Coordinate complaints end to end - triage, allocate and monitor resolution of Tier 2 matters; de‑escalate difficult situations; and escalate Tier 3 issues for investigation and oversight.
- Lead improvement of the Customer Feedback & Complaints Framework, including staff guidance, coaching and fit‑for‑purpose tools/templates.
- Liaise with oversight agencies and contribute to responses on integrity matters under guidance from the Manager.
- Support complex investigations (e.g., fraud, corruption, maladministration): gather evidence, test facts, and contribute to clear, defensible reports.
- Manage the Unreasonable Conduct of Customers (UCC) Framework day to day: maintain the UCC register, assist with controls and staff training.
- Strengthen privacy and corruption‑prevention practices through awareness, advice and assisting with incident response.
- Turn data into insight-track volumes, cycle times and themes; brief executives; and present regular updates to the Audit, Risk and Improvement Committee (ARIC).
About you
You bring a calm, confident presence to situations that are often complex, emotional or high‑pressure. You're someone who can quickly form a clear picture of what's happening, ask the right questions, and guide people, customers and internal stakeholders alike towards fair, timely and respectful resolution. You have strong experience coordinating complaints or investigations in environments where judgement, discretion and professionalism really matter. You're comfortable managing 15-30 active matters, shifting seamlessly between triage, stakeholder conversations, detailed analysis and follow up.
Your natural ability to deescalate difficult interactions means people feel heard, even when the circumstances are challenging. You have exceptional communications skills both, verbally and written and can translate legislation, policy and process into plain, practical language. You enjoy partnering with managers, supporting them to navigate complex matters, and contributing to improvements that make the whole organisation better. You're curious and proactive, with a strong ethical compass.
You bring grounding in integrity, privacy, corruption‑prevention or UCC frameworks, and you're motivated to deepen your expertise in these areas with the support of an experienced manager. Most importantly, you uphold confidentiality, fairness and respect in everything you do. You take pride in being someone others can rely whether it's a community member needing clarity, a manager needing guidance, or the organisation needing trusted insight into trends and risks
Why you'll love working at Wollongong City Council!
- True work-life balance
We know you work hard, and we make sure that effort is rewarded with real flexibility. Our hybrid work options, flex-time, and rostered days off mean you can maintain balance while delivering great outcomes. - Great working conditions
Enjoy a 35-hour work week - Career growth and recognition
We are committed to supporting your personal and professional development. Our initiatives include a reward and recognition program, corporate learning opportunities, study assistance, and leadership development programs to help you grow and succeed.
- Generous leave provisions
Benefit from five weeks of annual leave per year (pro rata) and access long service leave after just five years. - Health, safety, and wellbeing
We prioritise a safe workplace for everyone, every day, everywhere. Our wellbeing programs support mental, physical and social wellbeing of our people to be at their best and include an Employee Assistance Program, skin and hearing checks, vaccinations, and discounted gym memberships. - A vibrant social culture
Join our Social Club for monthly activities, an annual trivia night, and fantastic Christmas events!
Participate and engage in meaningful work, and contribute to our extraordinary community, where together we make a difference.
For more information, click on 'Apply' to be redirected to Wollongong City Council's job vacancy page.
Applications close 11:59 pm on Sunday 15 February 2026.
We invite everyone to apply no matter your identity, you'll be welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, people who are culturally and linguistically diverse (CALD), people with disability and veterans.
Wollongong Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people in the community.
Applicants are required to undergo a rigorous employment screening process which will include Reference, Identity and Medical History Checks, and may also include a Nationally Coordinated Criminal History Check and Working with Children Check. Employment is subject to clearance of all these checks.