Customer Resolution Specialist – Strata & Property

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

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.