Regulatory Customer Resolution Leader

NSW Department of Customer Service; Parramatta; On-site; AUD 117,000 - 129,000; Full time

Job summary

NSW Fair Trading, within the Strata and Property Services Branch, invites applications for a Team Leader, Customer Resolution. This temporary, full-time role leads a team delivering resolution services that advance regulatory priorities, mentors staff, and prioritises complex matters based on risk.

Located in Parramatta (with Gosford as needed), the role requires in-office attendance and NSW work rights. The 12‑month appointment may be extended, with salary ranging from $116,981 to $129,492 plus

Qualifications

• Demonstrated supervisory or team leadership experience in a complex, high-volume regulatory or service delivery environment.
• Strong written and verbal communication skills.
• Analytical and problem-solving abilities to identify trends and regulatory issues.
• Ability to manage workloads with risk-based prioritisation.
• Knowledge of relevant legislation and compliance frameworks.
• Commitment to collaboration, integrity, and continuous improvement.

Responsibilities

• Lead a customer-facing team to deliver responsive, customer-centric resolution services that advance regulatory priorities and align with legislative and organisational requirements.
• Oversee complex and escalated matters, identifying poor business conduct and systemic issues for referral to relevant regulatory teams, while ensuring fairness, transparency, and customer focus.
• Manage complex customer interactions verbally and via correspondence with professionalism and empathy.
• Apply expert knowledge of legislation, policies and procedures to guide consistent, evidence-based decision-making and support the implementation of strata regulatory reform.
• Monitor workloads and prioritise matters according to risk and regulatory priorities, using complaint trends to inform improvements in efficiency and customer and regulatory outcomes.
• Coach, develop, and support staff to apply regulatory priorities in day-to-day casework, achieve service standards and deliver great customer experiences.

Skills

Leadership

Customer resolution

Communication

Analytical thinking

Problem solving

Job description

NSW Fair Trading, within the Strata and Property Services Branch, invites applications for a Team Leader, Customer Resolution. This temporary, full-time role leads a team delivering resolution services that advance regulatory priorities, mentors staff, and prioritises complex matters based on risk.

Located in Parramatta (with Gosford as needed), the role requires in-office attendance and NSW work rights. The 12‑month appointment may be extended, with salary ranging from $116,981 to $129,492 plus