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Deputy Tax Ombudsman - SES 1
About the IGTO Agency
The Tax Ombudsman is an independent statutory office whose purpose is to improve the fairness and integrity of taxation and superannuation administration in Australia. In delivering against our purpose, our key activities are to:

• investigate and help resolve complaints from taxpayers or tax practitioners on the administration of the Australian Tax Office (ATO) or Tax Practitioner Board (TPB) in a timely and efficient way

• review and make recommendations on systemic issues relevant to improving tax administration

• provide independent advice to the Government and Parliament on tax administration, and

• raise awareness of the role of the agency and promote the integrity of the tax system.
About the role
We are seeking a dynamic, highly experienced, strategic and operational leader to join our team as the Deputy Taxation Ombudsman. This is a unique and exciting opportunity to play a key role within a small Commonwealth agency, leading the development and delivery of services that promote fairness, transparency, and accountability of the tax system.

As the Deputy Taxation Ombudsman, you will work as a member of the agency leadership team with responsibility for the complaints service. This involves leading the team who investigate taxpayer complaints, identifying systemic issues, and driving continuous improvement in service delivery and better outcomes for the taxpaying public. You will play a key role in ensuring that the agency operates with integrity, efficiency, and effectiveness in delivering procedural fairness and improving government accountability. In a small agency, you will also contribute to organisational effectiveness and the development of management and team capabilities.

• The successful applicant may be offered either a non-ongoing or ongoing role as determined by the agency head.

• A merit list will be created to fill similar vacancies in the future both ongoing and non-ongoing.
Key duties of the position
  • Leading the complaints service for all taxpayers who have unresolved complaints about the Australian Taxation Office (ATO) or the Tax Practitioners Board (TPB). Ensuring all complaints are managed as efficiently and effectively as possible, in line with community expectations and within agreed KPIs.
  • Lead and co-ordinate the IGTO complaints management function, including overseeing the work of and developing up to 19 staff across two teams led by an EL2.
  • As Deputy Taxation Ombudsman and a member of the Leadership Team, contribute to the effective leadership and management of the organisation and the establishment and achievement of its strategic and management priorities.
  • Be accountable for the delivery of a suite of strategic and operational priorities for IGTO including improving complaints management processes to ensure that timeframes are met; implementing practices to improve customer satisfaction with the complaints service; streamlining investigative processes; improving interagency complaints resolution processes in collaboration with the ATO and TPB; developing opportunities for engagement with external stakeholders (such as members of the tax profession).
  • Lead the development and distribution of structured data, insights and intelligence from complaints to inform systemic improvements and reviews, including regular reporting and identification of key issues/trends to stakeholders.
  • Contribute to effective, respectful and influential relationships with all stakeholders.
  • Contribute to increasing public awareness of and confidence in IGTO and its role in providing assurance to the community that Australian taxation laws are being administered with integrity.
  • Develop, mentor and retain an engaged, high performing and inclusive geographically dispersed team, and actively build team capability, ensuring adherence to all agency and APS policies.
  • Work closely with government agencies, tax professional bodies, advocacy groups, and other stakeholders to improve the overall performance of the Australian tax system.
  • Represent the Tax Ombudsman at public / sector events, forums, and media engagements, articulating the agency’s vision and the importance of independent oversight in strengthening public trust and accountability.
  • Contribute to building organisational culture and capability by:
    • role modelling the Australian Public Service Secretaries’ Charter of leadership behaviours
    • promoting and contributing to the creation of a respectful workplace and demonstrating respectful standards of behaviour at all times
    • inspiring, motivating and supporting all colleagues to achieve the agency’s strategic goals and their own personal growth, and
    • playing an active role in nurturing and attracting talent and succession planning for the agency.
Eligibility
Requirements:
• Undergo pre-engagement checks.
• Ability to obtain and maintain a national police check.
• Australian Citizenship is a condition of eligibility.
• Ability to obtain and maintain a baseline security clearance.
 
Qualifications:
• A tertiary qualification (or equivalent experience) in a related field.
• Knowledge of the Australian tax system would be an advantage but is not essential.
• Extensive experience in senior executive roles, ideally within government, in a service delivery or Ombudsman environment is highly desirable.
How to Apply
To apply please submit:
 your resume (maximum 4 pages), including 3 references and
a 2-page pitch against the selection criteria.
 
Applications are to be sent to Ruth Owen by Friday 6 June 2025: [email protected]
 
For further inquiries, please contact the agency head, Ruth Owen on 0427 902 463.
Salary
$215,526 - $238,627 + superannuation (renumeration to be negotiated with the successful applicant)
Location
Flexible / hybrid - Various locations NSW, ACT, VIC, QLD, SA
Executive Officer - ASP6
The Taxation Ombudsman is looking for an enthusiastic person who thrives in a team office-based environment. The Executive Officer is Sydney based and is the heart of our daily operations. As the Executive Officer you will support leadership and help to build a workplace culture where people feel engaged and supported. This is not calendars and coffee, this role is a chance to manage both strategic and operational activities and shape an agency that is reforming. If you are looking to grow your public sector career, thrive on organisation and love being the go-to person this role is for you!

The role will commence in July 2025. We may offer ongoing or non-ongoing for up to 12 months from this selection. We may create an order of merit to fill similar roles both ongoing and non-ongoing in future. This role is Sydney based, with up to one day per week working from home.
Key duties of the position
As the Executive Officer you can grow your career in the public sector through managing a diverse portfolio of work that makes the Taxation Ombudsman operations run smoothly.
  • Acting as the main point of contact and liaison for the office, establishing, promoting and managing positive and productive relationships with external stakeholders.
  • As a trusted right hand to the Inspector-General - anticipate needs, solve problems and help turn ideas into action.
  • Identify, prioritise and determine urgency of critical or sensitive issues for the Inspector-General's attention to support them in delivering strategic outcomes.
  • Keep the office (physical and virtual) space inspiring and welcoming and ensure the effective running of Agency property, physical security, employee safety and assets.
  • Support our Chief Operating Officer with shaping the future of human resource support and initiatives in the Agency including managing the employee recognition program, staff induction program, onboarding/offboarding and other HR duties.
  • Collaborate with our Chief Financial Officer assist with financial activities and procurements.
Eligibility
Skills you will bring to the role:
  • Previous experience in a similar role, preferably in a government or public service setting.
  • Strong organisational, multitasking skills, with a keen attention to detail and time management.
  • A natural communicator and team player including the ability to take initiative to identify gaps and support colleagues to achieve outcomes.
  • High level of discretion and professionalism when handling confidential information.
Eligibility:
  • Undergo pre-engagement checks and obtain and maintain a national police check.
  • Subject to a probation period.
  • Australian Citizenship is a condition of eligibility.
  • Ability to obtain and maintain a baseline security clearance.
How to Apply
To apply please submit:
 your resume (maximum 4 pages), including 2 references
a 500-word summary of your relevant skills and experience and why you're excited for the role.
 
Applications are to be sent to Ruth Owen by Sunday 15 June 2025: [email protected]
 
For further inquiries, please contact the agency head, Ruth Owen on 0427 902 463.
Salary
$101,786 - $123,315
Location
Onsite in the Sydney Office

Inspector-General of Taxation Enterprise Agreement 2024-2027

Inspector-General of Taxation Enterprise Agreement 2024-2027