Hybrid Complaints & Resolution Officer

the original; Sydney; Hybrid; AUD 103,000 - 129,000; Full time

Benefits offered by this job

Hybrid work model

35-hour work week

Close to Town Hall

Fitness Passport

Great team environment

Job summary

The NSW Ombudsman is seeking a Complaints Officer, Clerk Grade 5/6, to handle inquiries from the public about NSW Government agencies and local councils. The role sits in the Complaints Resolution Branch in Sydney CBD with hybrid and flexible working options.

You will manage electronic and phone communications, assess complaints, determine next steps, and provide clear advice. A high-volume, customer-focused environment is expected.

Qualifications

• Strong customer service and/or complaint handling skills.
• Understanding of NSW Ombudsman work and ability to apply to complaint handling.
• Strong written and verbal communication with diverse stakeholders.
• Ability to maintain impartiality and make quick decisions in challenging situations.
• Ability to analyse complex information to identify key issues and craft concise reasons for decisions.

Responsibilities

• Handle a mix of electronic and phone inquiries, determining next steps and providing advice.
• Support the Ombudsman’s intake service and be the first point of contact for public inquiries.
• Interact empathetically with complainants and manage high-volume workloads.

Skills

Customer service

Complaint handling

Communication

Impartiality

Analytical thinking

Time management

Teamwork

Job description

The NSW Ombudsman is seeking a Complaints Officer, Clerk Grade 5/6, to handle inquiries from the public about NSW Government agencies and local councils. The role sits in the Complaints Resolution Branch in Sydney CBD with hybrid and flexible working options.

You will manage electronic and phone communications, assess complaints, determine next steps, and provide clear advice. A high-volume, customer-focused environment is expected.