Permanent Appointment

Are you an experienced leader who thrives on solving complex problems and delivering positive outcomes?

Would you like to work in a genuinely exciting, flexible and friendly work environment? We offer a range of benefits, including flexible working hours and working at home, to help support you and get the best results possible for our community.

We value diversity and appreciate every individual’s perspective, bringing together a diverse and inclusive workforce to drive innovation and success. Whether it is enabling good governance to local communities, regulating racing, gaming and liquor activities, resolving consumer and trade disputes, monitoring compliance, protecting workers’ health and safety, or rolling out new technology to provide better customer service, LGIRS is committed to delivering for the benefit of WA and future generations.

The role

As the Team Leader Complaints, you will lead, mentor and coach a high-performing team responsible for assessing, investigating and resolving complaints within a regulatory environment. You'll oversee complex and sensitive matters, provide expert guidance to your team, and help ensure fair, timely and customer-focused outcomes.

Drawing on your experience in investigations, complaint management or dispute resolution, you will play a key role in shaping service delivery, driving continuous improvement and supporting the Complaints Branch to achieve its objectives.

Your leadership, stakeholder engagement and investigation skills, together with your experience in complaint resolution, compliance or regulatory services, will be key to your success in this role.

You will bring expertise in managing complex complaints and investigations, interpreting and applying legislation, and the ability to lead and develop a team, build strong stakeholder relationships, and make sound, evidence-based decisions in a fast-paced environment.

Please refer to the Job Description Form (JDF) attached for further information regarding the position, including any specific requirements, leadership capabilities and pre-employment checks which will be assessed as part of the selection process.

While this selection process will initially be used to fill the above vacancy, it may also be used to fill other similar vacancies (permanent, fixed-term, full-time or part-time) within the department and across the WA public sector for the next 12 months, from the date that the recruitment breach period has been finalised.

Eligibility

To be eligible for a permanent appointment, applicants must be an Australian citizen, permanent resident, or have a visa to live and work indefinitely in Australia at the time of application. Applicants with a valid visa to work and live in Australia for a specific duration may be assessed and considered suitable for similar fixed term vacancies that arise.

To be eligible for fixed term employment you must be an Australian citizen, permanent resident, have a visa to live and work indefinitely in Australia or have a valid visa to live and work in Australia for the duration of the fixed term employment at the time of application.

Should a qualification be required for this position, applicants must provide their certification and/or academic transcripts to verify relevance to the job requirements. Qualifications obtained outside of Australia must be provided with an assessment from the Overseas Qualifications Unit to ensure they meet Australian Standards (this is a free service).

To be employed with LGIRS, you must meet the pre-employment requirements of the position and provide consent to undertake relevant pre-employment screening, which may include a Conflict of Interest Declaration, medical assessment, psychometric assessment, Nationally Coordinated Criminal History Check, and/or other relevant checks and clearances.

More information about eligibility requirements can be found on the Job Description Form.

Further information

Please contact Ros Epps, Team Leader Complaints on (08) 6251 1037 or via Ros.EPPS@lgirs.wa.gov.au or visit our website. You can also keep up to date on LGIRS achievements and activities by following us on LinkedIn.

How to apply

We ask for you to provide:

A detailed resume outlining your key achievements, work history, education and professional development and covering letter of no more than two (2) pages, addressing the following role specific requirements:

• Highly developed conceptual and analytical skills with the ability to undertake research and develop innovative solutions within a complex investigative environment.
  
  
• Highly developed skills in assessing and investigating complex complaints, making appropriate use of investigative powers and techniques.

• Highly developed ability to provide supervision, mentoring, coaching and to manage behaviour and performance of staff to meet internal and external client needs.

Shortlisted applicants will have their skills and experience in relation to the remaining role specific requirements and leadership behaviours assessed in further stages of the recruitment process. The complete list of role specific requirements and expected leadership behaviours can be found in the attached Job Description Form.

In the attached Applicant Information Pack, we offer further information on how to apply, and the range of incentives offered to employees who work with LGIRS. If you have any questions about employment conditions or the application process, or require any technical support when submitting your application online, please contact Mary Oswald, Recruitment Officer on (08) 9222 3131 or email RecruitmentandEngagement@lgirs.wa.gov.au.

To submit your application, click on the “Apply for Job” button at the bottom of this page. You will be asked to complete several questions, before attaching your resume and covering letter.

Supporting diversity and inclusion

The department is committed to building and maintaining an inclusive and supportive workplace.  That’s why championing diversity and inclusion is so important to us; when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our department.  Our department is an equal opportunity employer, supported by the Equal Opportunity Act 1984 (WA), preference may be given to Aboriginal and Torres Strait Islander peoples, people with disability, people of diverse sexualities and youth.

We are proud to be recognised as an Inclusive Employer for 2023-2024 by Diversity Council Australia. Learn more about our commitment to diversity and inclusion here.

We use the National Relay Service (NRS) to ensure we are accessible to people who are deaf or have a hearing or speech impairment. NRS can help you connect with us on:

• TTY/voice calls – 133 677
• Speak & Listen – 1300 555 727
• SMS relay – 0423 677 767

If you have any access needs that may require adjustment to allow you to fully participate in the application and interview process, including alternate methods of communication, or to request a document in an alternative format please contact us at RecruitmentandEngagement@lgirs.wa.gov.au.

CLOSING DATE: 4.00 pm on Thursday, 20 August 2026 (WST)

Please ensure you allow yourself sufficient time to lodge your application online as late applications will not be accepted. It is your responsibility to ensure your application is submitted on time.

We look forward to receiving your application and considering you for this exciting opportunity to join our team.