Escalated Complaints Resolution Specialist

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

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