Customer Resolution Officer

Department of Customer Service; New South Wales; Hybrid; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Flexible hybrid work

Professional development

Supportive team

Job summary

Department of Customer Service in NSW seeks a motivated Customer Resolution Officer to investigate and resolve complaints and enquiries. You will work across the Consumer Affairs branch to ensure fair, timely outcomes and high customer satisfaction in a fast-paced environment.

The role emphasizes problem-solving, stakeholder engagement, and applying relevant laws and policies while coaching junior staff and maintaining thorough case records. Hybrid work is available across NSW.

Qualifications

• Demonstrated experience handling complaints, customer resolution or dispute resolution services.
• Ability to interpret and apply policies, procedures and legislation or regulatory frameworks.
• Strong written communication skills, including preparing customer correspondence and case summaries.
• Experience coaching and guiding junior staff within a team.

Responsibilities

• Manage customer complaints, enquiries and escalations from initial receipt through to resolution.
• Investigate issues by gathering and analysing information from customers and relevant stakeholders.
• Assess matters against relevant legislation, policies, procedures and service standards.
• Communicate clearly and professionally, both verbally and in writing.
• Maintain accurate records and case notes using customer management systems.
• Identify trends and systemic issues and contribute to continuous improvement initiatives.
• Build productive relationships with customers, colleagues and external stakeholders.
• Share subject matter expertise across the team to build team capability and strengthen knowledge sharing through coaching.
• Meet performance targets and service delivery timeframes.
• Champion change, help drive initiatives that improve ways of working across the team.

Skills

Customer service

Communication

Problem solving

Analytical ability

Judgement

Coaching

Attention to detail

Tools

Microsoft Office

Case management systems

Job description

Customer Resolution Officer Grade: Clerk Grade 5/6 ($102936.00 - $113579.00 plus super) Location: Flexible across NSW, including approved regional NSW Fair Trading office locations / Hybrid working arrangements available (2-3 days per week in office) Employment Type: Ongoing / Multiple Temporary Opportunities

About the Role We are seeking a motivated and customer-focused Customer Resolution Officer to join our team. In this role, you will work directly with customers, businesses and internal teams to investigate, manage and resolve complaints, enquiries and complex issues. You will provide high-quality customer service while ensuring fair, timely and consistent outcomes. This is an excellent opportunity for a professional who enjoys problem-solving, building relationships and delivering positive customer experiences in a fast-paced environment. The role sits within our Consumer Affairs branch within NSW Fair Trading and contributes to effective complaint resolution across disputes arising in relation to the Australian Consumer Law (goods and services), the automotive sector and other regulated schemes including charities, commercial agents and community gaming.

Key Responsibilities

• Manage customer complaints, enquiries and escalations from initial receipt through to resolution.
• Investigate issues by gathering and analysing information from customers and relevant stakeholders.
• Assess matters against relevant legislation, policies, procedures and service standards.
• Communicate clearly and professionally, both verbally and in writing.
• Maintain accurate records and case notes using customer management systems.
• Identify trends and systemic issues and contribute to continuous improvement initiatives.
• Build productive relationships with customers, colleagues and external stakeholders.
• Share subject matter expertise across the team to build team capability and strengthen knowledge sharing through coaching.
• Meet performance targets and service delivery timeframes.
• Champion change, help drive initiatives that improve ways of working across the team.

About You

• Excellent customer service and communication skills.
• Experience managing complaints, enquiries or customer resolutions.
• Strong problem-solving and analytical abilities.
• The ability to exercise sound judgement and make evidence-based decisions.
• Proven ability to coach, train and share knowledge with others in the team.
• High attention to detail and strong organisational skills.
• Experience managing competing priorities and meeting deadlines.
• Proficiency in Microsoft Office applications and case management systems.
• A commitment to delivering fair, respectful and customer-focused outcomes.

Essential Requirements

• Demonstrated experience handling complaints, customer resolution or dispute resolution services.
• Ability to interpret and apply policies, procedures and legislation or regulatory frameworks.
• Strong written communication skills, including preparing customer correspondence and case summaries.
• Experience working as a subject matter expert responsible for coaching and guiding junior staff.

What We Offer

• Flexible and hybrid working arrangements.
• Opportunities for professional development and career progression.
• A supportive and collaborative team environment.

  Salary Grade 5/3, with the base salary for this role starting at $102936.00 base plus superannuation.

  Closing Date: Sunday 1st November (11:59pm)

  Careers at Department of Customer Service

  A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

  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.

  We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [e-mail]. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process.