Advisor Issues and Complaints Resolution

NSW Department of Customer Service; City of Parramatta; On-site; AUD 117,000 - 129,000; Full time

Job summary

NSW Department of Customer Service is seeking an Advisor in the Issues & Complaints Resolution team based in Parramatta or Gosford. The role provides regulatory guidance, assurance and support for the management and resolution of complaints to strengthen transparency and trust in workplace safety regulation.

Key responsibilities include managing high‑risk complaints, de‑escalating stakeholder interactions, applying statutory obligations and reporting on complaint trends to drive improvements in

Qualifications

• Experience managing sensitive, complex and high-risk complaints.

Responsibilities

• Actively manage and resolve complaints, delivering high-quality regulatory advice and support.
• Provide subject matter expertise on complaints management and regulatory integrity to internal teams and external stakeholders.
• Ensure accurate capture, triage, and handling of complaints and correspondence, meeting timeframes and maintaining compliance.
• Analyse and report on complaint trends to drive improvements in regulatory practice.

Skills

Regulatory compliance

Stakeholder management

Analytical thinking

Written communications

Job description

Advisor Issues and Complaints Resolution

NSW Department of Customer Service – Parramatta NSW

• Join SafeWork NSW and help strengthen transparency and trust in workplace safety regulation
• Clerk Grade 7/8 with a salary range of $116,981- $129,492 plus super
• Ongoing/Permanent role based in Parramatta or Gosford

About us

SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities.

SafeWork NSW has recently transformed to become a modern, strong, and independent Work Health and Safety Regulator. We are looking for an Advisor to join the Issues and Complaints Resolution team and be part of the future of SafeWork NSW.

About the role:

The Advisor, Issues & Complaints Resolution provides regulatory advice, assurance, and support services in the management and resolution of complaints for SafeWork NSW. This role strengthens transparency, accountability, and trust by ensuring complaints are addressed in line with statutory obligations, SafeWork NSW policies, and oversight expectations of NSW integrity agencies.

Key Responsibilities:

• Actively manage and resolve complaints, delivering high-quality regulatory advice and support to customers, workers, duty holders, and stakeholders to ensure fair and effective resolution practices that build trust in the regulator.
• Provide subject matter expertise on complaints management and regulatory integrity to internal teams and external stakeholders, supporting SafeWork NSW's business outcomes and statutory priorities.
• Ensure accurate capture, triage, and handling of complaints and correspondence, applying authorised procedures to meet timeframes, elevate risks, and maintain compliance with statutory and integrity requirements.
• Analyse and report on complaint trends and insights to promote a culture where complaints drive improvements in regulatory practice, service delivery, and harm prevention.
• Undertake research and develop recommendations to strengthen SafeWork NSW's complaints framework, support evidence-based decision-making, and align with best practice standards.
• Monitor and report on feedback and emerging risks, maintaining awareness of policy developments and industry trends to enable proactive improvements and continuous learning.

To learn more about the role, please click here to download the role description.

About You:

To be successful in this role, you will:

• Demonstrated experience managing sensitive, complex and high-risk complaints, preferably within a government, regulatory, oversight or customer-focused environment.
• Proven ability to manage challenging stakeholder interactions and effectively de-escalate difficult conversations while maintaining professionalism and impartiality.
• Highly developed organisational skills, with the ability to manage competing priorities, meet deadlines and maintain accuracy in a high-volume work environment.
• Strong analytical and critical thinking skills, with the ability to assess information, identify key issues and develop sound recommendations.
• Excellent attention to detail and a demonstrated commitment to producing high-quality work within established timeframes.
• Experience interpreting and applying legislation, policies, procedures and relevant regulatory frameworks to support decision-making.
• Well-developed written communication skills, including the ability to prepare clear, concise and evidence-based correspondence, advice and reports.
• Understanding of trauma-informed practice and its application in complaint management and stakeholder engagement.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Narelle Reynolds, Talent Advisor at ***************@safework.nsw.gov.au

For enquiries relating to the role please contact Sarah Hoskins at *************@safework.nsw.gov.au

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

A talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months.

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