Industrial Enquires Officer

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

Job summary

New South Wales Premier's Department – Sydney NSW is seeking an Industrial Enquiries Officer within the Industrial Relations Branch. You will be the first point of contact, delivering clear information on workplace entitlements and NSW industrial relations legislation.

This ongoing Clerk Grade 3/4 role offers the chance to support workers and employers across NSW, respond to inquiries, assess complaints, and help deliver fair outcomes with a strong focus on customer service.

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 and 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 interpreting legislation, policies or workplace entitlements and giving clear advice.

Responsibilities

• Respond to phone and online enquiries and provide clear information on entitlements.
• Assess complaints, prepare correspondence and support compliance activities.
• Engage with workers, employers, government agencies and stakeholders to deliver positive outcomes and strong customer service.

Skills

Customer service

Communication

Problem solving

Industrial relations

Job description

New South Wales Premier's Department – Sydney NSW

Industrial and Employee Relations (Human Resources and Recruitment)

Full time

87,199 to 95,482 plus 12% super

Premier's Department

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 to 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 and 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 and Inclusion Network, and Young Professionals Network

About the Premier's Department

Connecting to Deliver from the Heart of Government