Customer Resolution Officer

NSW Department of Customer Service; Sydney; Hybrid; AUD 93,000 - 113,000; Full time

Benefits offered by this job

Hybrid work arrangements

Job summary

NSW Department of Customer Service, Sydney NSW, is seeking a proactive Customer Resolution Officer within NSW Fair Trading. The role focuses on complex property-related complaints, stakeholder engagement, and delivering fair, timely outcomes.

Hybrid work arrangements are available with office attendance required 2-3 days per week in Parramatta. Be part of the Strata and Property Services team, contributing to the regulation of strata living and consumer markets.

Qualifications

• Experience in dispute resolution and case management.
• Strong communication and analytical skills.
• Ability to interpret legislation and regulatory frameworks.

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.

Skills

Dispute resolution

Case management

Stakeholder engagement

Communication

Job description

NSW Department of Customer Service – Sydney NSW

Government State (Government and Defence)

Full time

Customer Resolution

Case Management

Customer Resolution Officer

Employment Type: Ongoing, Full-time

Hybrid work arrangements, Parramatta. Office attendance required 2-3 days per week.

This role sits within the NSW Fair Trading, Strata and Property Services

An exciting opportunity has arisen within NSW Fair Trading for a Customer Resolution Officer.

We are seeking a proactive and skilled individual who can manage complex customer complaints with professionalism, empathy, and sound judgement. You will play a key role in supporting fair, transparent, and timely outcomes for consumers and businesses through expert case management and stakeholder engagement.

Be Part of the Future of Fair Trading

NSW Fair Trading is working to ensure safe marketplaces for goods, services and homes in NSW.

At NSW Fair Trading, we've been on an exciting journey of transformation reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we've built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive.

We're creating a more modern, responsive and risk-based Fair Trading one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and 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 smarter regulation, improve customer experiences, and make a real difference for the people of NSW.

About the Team

Strata and Property Services, Customer Resolution Team.

The role is part of the Customer Resolution Team. The team works collaboratively to resolve complex property related complaints and enquiries in a fair and consistent manner, with a focus on identifying non-compliant conduct by businesses. As the regulator of the strata and property sectors in NSW the team supports the implementation of a number of regulatory priorities including underquoting, misrepresentation by selling agents and a range of new strata laws to be introduced.

If you're someone who:

• Thinks deeply about the needs of people and communities
• Is motivated by great outcomes, not just processes, and Wants to be part of an organisation that's transforming how regulation works then there's a place for you in our future.
• Join us as we build a Fair Trading that's fit for the future one that's customer-centred, evidence-driven, and proudly focused on public value.

About the Role

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

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

What You'll Do

• 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.

To Be Successful in This Role You Will Have

• Strong communication, negotiation, and analytical skills.
• Demonstrated experience in dispute resolution and case management.
• Ability to interpret and apply relevant legislation and policy frameworks.
• Proven ability to manage competing priorities and deliver quality outcomes.
• Commitment to fairness, professionalism, and customer service excellence.
• 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.

Salary Grade 5/6, with the base salary for this role starting at 102,936.00 base plus superannuation