Customer Resolution Specialist - Hybrid (NSW)

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

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.