Customer Resolution Expert (Hybrid)

NSW Department of Customer Service; City of Parramatta; Hybrid; AUD 103,000 - 114,000; Full time

Job summary

NSW Department of Customer Service – Parramatta NSW seeks a proactive Customer Resolution Officer to manage complex property-related complaints and enquiries. This role sits within NSW Fair Trading, Strata and Property Services, with a focus on fair, timely outcomes and stakeholder engagement.

The position is ongoing, full-time with hybrid work arrangements and attendance 2–3 days per week in the Parramatta office. Salary starts at $102,936 and rises to $113,579 per annum plus superannuation.

Qualifications

• Experience in dispute resolution and handling complex complaints.
• Ability to interpret relevant legislation and regulatory frameworks.
• Proven skills in case documentation, governance and stakeholder engagement.

Responsibilities

• Manage customer complaints and enquiries with dispute resolution principles.
• Maintain accurate case documentation for transparency and accountability.
• Engage traders and customers to achieve sustainable resolutions.
• Provide guidance on legislative rights and responsibilities.
• Identify trends and contribute to improvement of complaint handling.

Skills

Dispute resolution

Case management

Legislation interpretation

Stakeholder engagement

Analytical thinking

Communication

Negotiation

Job description

NSW Department of Customer Service – Parramatta NSW seeks a proactive Customer Resolution Officer to manage complex property-related complaints and enquiries. This role sits within NSW Fair Trading, Strata and Property Services, with a focus on fair, timely outcomes and stakeholder engagement.

The position is ongoing, full-time with hybrid work arrangements and attendance 2–3 days per week in the Parramatta office. Salary starts at $102,936 and rises to $113,579 per annum plus superannuation.