Experience

The Fair Work Ombudsman

• Australia
• Government Administration
• 400 - 500 Employee

• Customer Feedback and Assurance Officer

  • Dec 2019 - Present

• Customer Feedback and Information Access Officer

  • May 2018 - Present

  - Manage feedback and complaints from internal and external customers- Analyse feedback and provide agency recommendations for business improvement- Conduct independent reviews including analyse evidence and produce recommendations- Manage information access, Freedom of information request and privacy obligations- Assist with the delivery of projects including drafting briefs to Senior Executive staff- Provide advice to internal staff on dealing with difficult customers, privacy issues and Freedom of Information or information access requests - Draft and publish internal articles on behalf of CFIA including team achievements and positive feedback- Update Guides and Training to redacting and removing metadata

• Compliance Partnership Officer / Compliance Relationship Manager

  • Jun 2015 - May 2018

  - Managed relationships with Compliance Partners ensuring agreed terms met under their Proactive Compliance Deed including provide verbal and written workplace relations advice and facilitate constructive resolutions with Request for Assistance from employees- Communicated with difficult clients and manage client expectations- Analysed evidence, methodology and calculations in relation to workplace compliance issues- Drafted reports to inform market on compliance relationship including creating video footage- Managed enforceable undertakings and ensure commitment to agreed deadlines- Provided written and verbal workplace relation advice to internal and external stakeholders

• Senior Research Officer / Team Leader

  • Dec 2014 - Jun 2015

  - Manage a team of research officers at multiple work sites.- Creating and managing processes, procedures, workflow and allocation of work to team members.- Coach and provide training to team members.- Create pay rates tables based on modern awards.- Quality assessment of work performed by research officers including interpretation of pay rates and award specific issues identified.- Research and analyse modern awards for issues that appear ambiguous, unclear or complex.- Track review process including submissions, comments and agency's impact.- Build and maintain collaborative working relationships across the agency and external stakeholders.

• Research Officer

  • Aug 2013 - Nov 2014

  - Liaise with internal and external stakeholders including unions and employer associations- Respond to complex workplace relations enquiries, including award coverage and transitional arrangements- Research complex workplace relations issues and draft technical advice documents- Produce written content to non-technical audiences- Interpret, analyse and summarise industrial instruments- Draft and edit internal knowledge articles- Research, draft and deliver technical briefings- Collaborate with team members from various business units and external clients- Deliver drop in knowledge advice service over telephone, email and in person to internal clients

• Inspector

  • Jul 2009 - Aug 2013

  - Acting Team Leader - manage a small team, provide assistance on case work and achieve weekly targets- Relief Technical Liaison Office - provide technical workplace advice to various business units including mediation- Assess complaint relating to wages and conditions using a range of sources including industrial instruments and legislation- Assist employees and employers resolve workplace complaints through provision of information and advice- Conduct site visits to educate employers and ensure compliance of workplace laws- Liaise with third parties including other government agencies and business groups- Deal with adversarial situations over the phone or during counter enquiries- Effectively manage conflict between parties including applying dispute resolution to achieve solutions- Provide input into process and system improvements on national basis

• Research Officer

  • Mar 2011 - Jun 2012



Workplace Authority

• Government Administration
• 1 - 100 Employee

• Agreements Assessment Assessor

  • Jun 2007 - Jun 2009