Customer Resolution Officer

Department of Customer Service; Sydney; Hybrid; AUD 103,000 - 114,000; Full time

Job summary

The Department of Customer Service in NSW Fair Trading seeks a Customer Resolution Officer to manage complex customer complaints with professionalism, empathy and sound judgement.

This ongoing full-time role, based on a hybrid basis in Parramatta (office attendance 2–3 days per week), offers a base salary of $102,936–$113,579 per annum plus superannuation.

You will apply dispute resolution principles and legislative frameworks to support fair, timely outcomes for consumers and businesses.

Qualifications

• Demonstrated experience delivering customer resolution or dispute management services.
• Strong legislative knowledge and ability to apply regulatory frameworks.
• Proven ability to analyse complex issues and recommend appropriate solutions.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Manage customer complaints and enquiries, applying dispute resolution principles and legislative frameworks.
• Maintain accurate case documentation to ensure transparency and accountability.
• Engage proactively with traders and customers to achieve sustainable resolution outcomes.
• Provide guidance as a subject matter expert on legislative rights and responsibilities to support informed decision-making.
• Identify trends and contribute to the enhancement of complaint handling practices and continuous improvement initiatives.

Skills

Communication skills

Negotiation

Analytical thinking

Job description

Customer Resolution Officer

Clerk Grade: 5/6
Base Salary:$102,936 – $113,579 per annum plus superannuation
Employment Type: Ongoing, Full-time
Hybrid work arrangements, Parramatta. Office attendance required 2–3 daysper week.
This role sits within the NSW FairTrading, Strata and PropertyServices

An exciting opportunity has arisenwithinNSW Fair Trading foraCustomer Resolution Officer.

We areseeking a proactive and skilled individual who can managecomplex customer complaints with professionalism, empathy, and sound judgement.You will play a key role in supporting fair, transparent,andtimelyoutcomes for consumers and businesses through expert casemanagement and stakeholder engagement.

Be Part of the Future of Fair Trading

NSW Fair Trading is working to ensure safe marketplaces forgoods,servicesand homes in NSW.

At NSW Fair Trading,we’vebeen on an exciting journey oftransformation — reimagining how we deliver for the people and communities ofNSW. Through ourrecentorganisationalrealignment,we’vebuilt a newoperating model designed to put customers at thecentreof everythingwe do, strengthen our regulatory impact, and enable our people to thrive.

We’recreating a more modern,responsiveand risk-based FairTrading — one that understands the needs of people and businesses, embracescollaboration and innovation, and delivers better outcomes across the rental,strata,propertyand consumer markets we serve.

This next phase brings new and exciting opportunities to join us in shaping“the new way” — where you can help design smarterregulation, improvecustomer experiences, and make a real difference for the people of NSW.

About the Team

Strata & Property Services,Customer Resolution Team.

The role is part of the Customer Resolution Team. The teamworks collaboratively to resolve complex property related complaints andenquiries in a fair and consistent manner, with a focusonidentifyingnon-compliant conduct by businesses. As the regulatorof the strata and property sectors inNSWthe team supports theimplementation ofa number ofregulatory priorities includingunderquoting, misrepresentation by selling agents and a range of new stratalaws to be introduced.

Ifyou’resomeonewho:

• Thinksdeeply about the needs of people and communities
• Is motivated by great outcomes, not just processes, and
• Wants to be part of anorganisationthat’stransforming howregulation works…thenthere’sa place for you in our future.

Join us as we build a Fair Tradingthat’sfit for the future —onethat’scustomer-centred, evidence-driven, and proudly focused onpublic value.

About the Role

NSW Fair Trading is looking for driven and passionate people who want to make adifference for the people of NSW.

We’re seekingcandidates who are excited about strata living and the future of the industry.With projections suggesting that almost 50% of NSW residents could be living instrata communities by 2030, strata is one of the fastest-growing sectors inproperty and community living.

What You’ll Do

• Managecustomer complaints and enquiries, applying dispute resolution principlesand legislative frameworks.
• Maintainaccuratecasedocumentation to ensure transparency and accountability.
• Engageproactively with traders and customers to achieve sustainable resolutionoutcomes.
• Provideguidance as a subject matter expert on legislative rights andresponsibilities to support informed decision-making.
• Identifytrends and contribute to theenhancement of complaint handling practices and continuous improvementinitiatives.

To Be Successful in This Role You Will Have

• Strong communication,negotiation,andanalytical skills.
• Demonstratedexperience in dispute resolution and case management.
• Abilityto interpret and apply relevant legislation and policy frameworks.
• Provenability to manage competing priorities and deliver quality outcomes.
• Commitmentto fairness,professionalism,and customer serviceexcellence.

Essential Criteria

• Demonstratedexperience delivering customer resolution or dispute managementservices.
• Stronglegislative knowledge and ability to apply regulatory frameworks.
• Provenability toanalysecomplex issues and recommendappropriatesolutions.
• Excellent communication and stakeholder engagementskills.

When Applying

Provide a coverletter (maximum 2 pages) and resume (maximum5pages) that outlineyour experience and how you meet the role’s key capabilities.

Salary Grade 5/6, with the base salary for this role startingat $102936 base plus superannuation

For enquiries relating to recruitment pleasecontact Francis Wen via [e-mail].

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Tuesday, 6 October 2026 (at 9:59am)

Careers at Department of Customer Service

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

Belong in our diverse and inclusiveworkplace

The strength of our workforce lies in its diversity and embracingdifference, while the key to our success is leveraging the contributions of employees with differentbackgrounds and perspectives.

You can view our full diversity and inclusion statement here.

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

Informationon some of the different types of disabilities

Information on adjustmentsavailable for the recruitment process