Industrial Enquires Officer

Premier's Department; Sydney; On-site; AUD 87,000 - 95,000; Full time

Job summary

Premier’s Department is seeking an Industrial Enquiries Officer to be the first point of contact, delivering trusted workplace entitlements guidance and high-quality customer service in NSW.

Based in Martin Place, Sydney, you will handle enquiries, assess complaints, prepare correspondence, and support compliance work within the Industrial Relations Branch, contributing to fair outcomes for workers and employers.

Qualifications

• Customer Service Excellence: Experience delivering high-quality customer service in a fast-paced environment and managing a high volume of enquiries.
• Communication Skills: Ability to explain complex information clearly, build rapport with a diverse range of customers and prepare professional written correspondence.
• Problem Solving & Attention to Detail: Strong analytical skills and the ability to assess information, identify appropriate next steps and maintain accurate records.
• Industrial Relations Experience (Desirable): Experience in industrial relations, employment law or a regulatory environment, including interpreting legislation, policies or workplace entitlements and providing clear, accurate advice to customers and stakeholders.

Responsibilities

• Respond to phone and online enquiries with clear and accurate information on workplace entitlements.
• Assess complaints, prepare correspondence and support compliance activities.
• Work with workers, employers, government agencies and stakeholders to help deliver positive outcomes and exceptional customer service.

Skills

Customer service

Communication skills

Problem solving

Industrial relations experience

Job description

Premier’s Department Industrial Enquiries Officer You. At the centre of big ideas.

Be the trusted voice helping people navigate workplace rights and entitlements.

Bring your customer service expertise to a role with real community impact.

Ongoing, Clerk Grade 3/4 ($87,199 - $95,482 per annum) opportunity based in Martin Place, Sydney Provide trusted workplace advice, resolve enquiries and help deliver fair outcomes for workers and employers across NSW.

About the Role You will join our Industrial Relations Branch within the People and Workforce Group. The team plays an important role in supporting workers and employers across NSW by providing advice on long service leave and industrial relations matters. This is an excellent opportunity for a customer-focused professional who enjoys helping people and solving problems.

As an Industrial Enquiries Officer, you'll be the first point of contact for a wide range of enquiries, providing clear and accurate information on workplace entitlements and NSW industrial relations legislation.

You will respond to phone and online enquiries, assess complaints, prepare correspondence and support compliance activities. Every day brings something different as you work with workers, employers, government agencies and other stakeholders to help deliver positive outcomes and exceptional customer service.

Whether you're looking to build a career in industrial relations, employment law or government, this role offers valuable experience in a supportive and collaborative environment.

To learn more about the role please review the Role Description .

We're Looking For

• Customer Service Excellence: Experience delivering high-quality customer service in a fast-paced environment and managing a high volume of enquiries.
• Communication Skills: Ability to explain complex information clearly, build rapport with a diverse range of customers and prepare professional written correspondence.
• Problem Solving & Attention to Detail: Strong analytical skills and the ability to assess information, identify appropriate next steps and maintain accurate records.
• Industrial Relations Experience (Desirable): Experience in industrial relations, employment law or a regulatory environment, including interpreting legislation, policies or workplace entitlements and providing clear, accurate advice to customers and stakeholders.

We value diverse experiences. Even if you're not sure you meet all requirements, we encourage you to apply.

Why Join Us?

• Flexible Working: Broad range of flexible working arrangements
• Career Development: Ongoing learning through expert-led sessions, online training, and professional development opportunities
• Work-Life Balance: Flex time accrual for extra hours worked (for non-executive roles) based on a 35-hour standard week
• Wellbeing Support: Access to employee assistance program, fitness passport program, and wellbeing initiatives
• Inclusive Culture: Staff-led networks including Aboriginal Staff Advisory Committee, Diversity & Inclusion Network, and Young Professionals Network

Closing date: Sunday, 25 October 2026 (11:59 PM)

Salary: Clerk Grade 3/4. Package includes base salary ($87,199 - $95,482) plus superannuation (12%) and leave loading.

About the Premier's Department Connecting to Deliver from the Heart of Government The Premier's Department leads the state's 430,000 public servants, driving collaboration and the delivery of whole-of-government priorities. Learn more about the department and a career at Premier’s Department.

Our Commitment We welcome and encourage applicants from diverse backgrounds, including Aboriginal and Torres Strait Islander people, the LGBTQIA+ community, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and other diverse communities.

The Premier's Department acknowledges the Traditional Custodians of the lands where we work and live. We pay respect to Ancestors and Elders past and present. We recognise and learn from the strengths of First Nations peoples of New South Wales and their continuing connection to, and unique cultural and spiritual relationship with, Country.

Reasonable Adjustments: The selection process will include assessment techniques to determine your suitability. You can request reasonable adjustments at any stage by indicating in pre-screening questions, contacting the Talent Team at [e-mail] , or reaching out to the hiring manager.

Talent Pool: A talent pool may be created from this recruitment process. If eligible, you may be contacted for ongoing and temporary opportunities in the same role or grade that become available over an 18-month period.