Team Leader, Customer Resolution (In-Office NSW)

Nsw Department Of Customer Service; Sydney; On-site; AUD 117,000 - 129,000; Full time

Job summary

NSW Fair Trading, Strata and Property Services Branch, Strata Customer Resolution Team, Parramatta/Gosford—an exciting temporary opportunity has arisen for a Team Leader, Customer Resolution. The role leads a customer-facing team, handling complex strata complaints and regulatory priorities, with in-office attendance required.

The base salary ranges from $116,981 to $129,492 plus superannuation and annual leave loading.

Qualifications

• Demonstrated supervisory or team leadership experience in a complex, high-volume environment.
• Strong written and verbal communication skills and the ability to negotiate to deliver quality outcomes.
• Demonstrated analytical and problem-solving skills, including the ability to identify complaint trends and emerging regulatory issues.
• Proven ability to manage complex customer matters and competing priorities using a risk-based approach aligned with regulatory priorities.
• Sound knowledge of relevant legislation and compliance frameworks.
• Demonstrated commitment to collaboration, integrity, continuous improvement and service excellence.

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

Communication

Analytical skills

Regulatory knowledge

Problem-solving

Job description

NSW Fair Trading, Strata and Property Services Branch, Strata Customer Resolution Team, Parramatta/Gosford—an exciting temporary opportunity has arisen for a Team Leader, Customer Resolution. The role leads a customer-facing team, handling complex strata complaints and regulatory priorities, with in-office attendance required.

The base salary ranges from $116,981 to $129,492 plus superannuation and annual leave loading.