Customer Resolution Officer

Team 3Thirty; Sydney; Hybrid; AUD 109,000 - 129,000; Full time

Job summary

Service NSW, Department of Customer Service is seeking a Customer Resolution Officer to manage escalated complaints at multiple NSW locations, including Sydney, Parramatta and Gosford, with a minimum two days per week in the office. The role offers a salary of $109,166 to $128,706 plus superannuation and leave loading.

NSW residence or eligibility to work in NSW is required for a fixed-term appointment. You will demonstrate investigation steps, risk prioritisation and clear explanations of

Qualifications

• Evidence you can investigate an escalated complaint and explain the outcome to a customer.
• Show the investigation steps, how you prioritised risk and how the matter was resolved.
• Explain a rule you interpreted and how it shaped a fair customer decision.
• Use a real example of explaining a difficult decision in plain English.
• Describe a complaint trend you recognised and a practical change you recommended.

Responsibilities

• Investigate escalated complaints with a fair and traceable process.
• Apply relevant rules and policy to inform customer decisions.
• Explain outcomes clearly to customers, even when disagreeing.
• Demonstrate sound judgement about urgency and risk in case handling.
• Identify opportunities for service improvement based on complaints trends.

Skills

Investigation

Policy interpretation

Communication

Customer service

Job description

Customer Resolution Officer role snapshot

Role

Role Customer Resolution Officer

Organisation

Organisation Service NSW, Department of Customer Service

Location and work type

Location and work type Sydney, Parramatta, Gosford or another approved Service NSW location; at least two office days per week

Salary or grade

Salary or grade $109,166 to $128,706 plus superannuation and leave loading

Application requirements for Customer Resolution Officer

Prepare the written components below, then check the official form for current instructions.

• Resume
• Response to two application questions, maximum 200 words each

The two questions are separate written tasks. Keep each answer within its 200-word limit and check the application form before submitting.

Eligibility and work conditions

NSW residence or a move to NSW, plus work rights covering the full fixed-term appointment.

What to highlight for Customer Resolution Officer

Service NSW needs evidence that you can investigate an escalated complaint, apply the right rule and explain the outcome to a customer who may disagree.

Candidate evidence area

How to demonstrate it

Complex complaint handling Show the investigation steps, how you prioritised risk and how the matter was resolved.

Policy and legislation Explain a rule you interpreted and how it shaped a fair customer decision.

Outcome correspondence Use a real example of explaining a difficult decision in plain English.

Service improvement Describe a complaint trend you recognised and a practical change you recommended.

What the panel will want to see in your examples

• A fair and traceable investigation
• Sound judgement about urgency and risk
• Respectful handling of a dissatisfied customer