Team Leader, Customer Resolution – Regulatory Services

the original; Sydney; On-site; AUD 117,000 - 129,000; Full time

Job summary

NSW Fair Trading in Parramatta is seeking a proactive Team Leader for Customer Resolution to oversee a regulatory-focused team. This temporary, full-time position (35 hours/week) runs for up to 12 months with a possible extension, based in Parramatta/Gosford and requiring in-office attendance.

You will lead a team delivering risk-based resolution services, mentor staff, prioritise complex matters, and drive continuous improvement in customer and regulatory outcomes within the Strata and Property

Qualifications

• Demonstrated supervisory or team leadership experience in a complex, high-volume environment.
• Strong written and verbal communication skills.
• Analytical and problem-solving abilities.
• Ability to manage workloads with a risk-based priority approach.
• Sound knowledge of relevant legislation and compliance frameworks.
• Commitment to collaboration, integrity 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 thinking

Problem solving

Collaboration

Job description

NSW Fair Trading in Parramatta is seeking a proactive Team Leader for Customer Resolution to oversee a regulatory-focused team. This temporary, full-time position (35 hours/week) runs for up to 12 months with a possible extension, based in Parramatta/Gosford and requiring in-office attendance.

You will lead a team delivering risk-based resolution services, mentor staff, prioritise complex matters, and drive continuous improvement in customer and regulatory outcomes within the Strata and Property