Coordination, Advice, Support (CAS) Officer (Targeted)
- Employment Type: Full Time (35 hours per week)
- Duration: Contract until September 2026
- Remuneration: Level 6 $103,866 - $110,801 (depending on experience) + 17% super + leave loading
- Location: Kensington, NSW (hybrid)
This is a targeted position, and Aboriginal and Torres Strait Islander applicants are strongly encouraged to apply. UNSW’s exemption under section 126 (s126) of the Anti-Discrimination Act 1977 (NSW).
About UNSW:
UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community; a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. Taking this combined approach is what makes our work matter. It’s the reason we’re one of the top 20 universities in the world and a member of Australia’s prestigious Group of Eight. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.
Why Your Role Matters:
The Conduct and Integrity Office (CIO) supports the UNSW community to uphold ethical behaviour, investigate serious complaints and wrongdoing, and promote respect and integrity.
Reporting to the CAS Manager, the CAS Officer is the first point of contact for staff and students seeking advice, making or responding to complaints, and supporting colleagues managing matters within Divisions or Faculties. This fast-paced, people-focused role requires empathy, sound judgement, and professionalism.
The CAS Team drives prevention, education and advice, ensuring effective coordination and monitoring of complaints. The team also supports UNSW’s SpeakUp strategy through proactive engagement, education and training.
Key Responsibilities:
- Receive, assess, allocate and monitor complaints, providing advice on resolution pathways and timeframes.
- Liaise with specialist teams to ensure complaints are appropriately managed and resolved.
- Assist in developing SOPs, SLAs and dashboards to support complaint management and reporting.
- Identify trends, emerging issues and systemic concerns for proactive resolution.
- Support education and prevention initiatives to build capability in complaints handling.
- Provide calm, professional and empathetic responses to all stakeholders, including those from minority or marginalised communities.
About You:
You are a confident communicator and active listener, able to manage multiple priorities and navigate sensitive situations with discretion. You bring a calm, professional presence and demonstrate empathy, resilience, and sound judgement when handling complex or emotionally charged issues.
You will have:
- A relevant degree and/or experience in complaints resolution or a regulatory environment.
- Proven experience managing complaints end-to-end, with strong stakeholder engagement and communication.
- Knowledge of relevant legislative and regulatory requirements is desirable but not essential.
- Strong advisory, analytical, customer service, and problem-solving skills.
- The ability to collaborate effectively across teams and draw on specialist expertise to resolve issues efficiently.
- You are committed to fairness, inclusion and respect within the UNSW community.
Aboriginal and Torres Strait Islander applicants are strongly encouraged to apply.
UNSW considers being Aboriginal and/or Torres Strait Islander a genuine occupational qualification under s.14 of the Anti-Discrimination Act 1977 (NSW).
For further details on role responsibilities and skills & experience required, refer to the position description found under the position listing on Jobs@UNSW
Benefits and Culture:
People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world.
Our benefits include:
- Flexible working options.
- Career development opportunities.
- 17% Superannuation contributions and additional leave loading payments.
- We offer 10 days cultural leave, and we have an Indigenous Employee Network.
- Additional 3 days of leave over Christmas period.
- Discounts and entitlements (retail, education, fitness).
For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits
How to Apply: Submit your CV & a succinct one-page cover letter detailing your interest and suitability for the job by 11:55pm, 10th November 2025
Please note: All offers of employment will be subject to Confirmation of Aboriginality.
Contact Information:
For queries regarding submission, contact Amy Denney a.denney@unsw.edu.au - Talent Acquisition Associate.
For queries regarding UNSW’s Indigenous strategy, contact Natalie Chenhall n.chenhall@unsw.edu.au - Manager Indigenous Employment.
UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.
The University reserves the right not to proceed with any appointment.
