Team Leader - Customer Resolutions

Pepper Money Anz; Sydney; On-site; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Annual leave loading

In-office attendance

Job summary

NSW Fair Trading is seeking a proactive Team Leader, Customer Resolution, to oversee a team delivering resolution services aligned with regulatory priorities in the strata sector. Lead staff, prioritise escalations based on risk, and drive continuous improvement while ensuring fair and consistent customer outcomes.

The role sits within NSW Fair Trading's Strata and Property Services Branch. The team works to resolve strata complaints with a focus on identifying poor conduct, delivering

Qualifications

• Proven leadership and team management experience in a regulatory or high-volume service environment.
• Strong written and verbal communication with negotiation skills.
• Analytical and problem-solving abilities to identify trends and issues.
• Proven ability to manage complex customer matters with a risk-based approach.
• Sound knowledge of relevant legislation and compliance frameworks.

Responsibilities

• Lead a customer-resolution team to deliver responsive, customer-centric services that advance regulatory priorities.
• Oversee complex and escalated matters, identifying issues for referral while ensuring fairness and transparency.
• Manage complex customer interactions via written and verbal communication with professionalism.
• Apply legislation, policies and procedures to guide decisions and support regulatory reform.
• Monitor workloads and prioritise based on risk, informing improvements in customer and regulatory outcomes.
• Coach and develop staff to meet service standards and deliver strong customer experiences.

Skills

Leadership

Team management

Analytical skills

Communication

Problem-solving

Regulatory knowledge

Risk-based prioritisation

Coaching staff

Job description

Team Leader Customer Resolutions

Grade: 7/8 – The package includes base salary ranging from $116,981 to $129,492 plus employer superannuation contributions and annual leave loading.
Duration: Full-time (35 hrs per week), Temporary employment upto 12 months
Location: Parramatta / Gosford. In-office attendance is required in line with Department of Customer Service (DCS) workplace expectations

An exciting temporary opportunity has arisen within NSW Fair Trading, Strata and Property Services for a Team Leader, Customer Resolution.

The current role is for a period of twelve months with the possibility of extension.

We’re seeking a proactive and customer-focused leader to oversee a team delivering resolution services that advance NSW Fair Trading’s regulatory priorities. You will lead and mentor staff, prioritise complex and escalated matters based on risk, identify poor business conduct, and drive continuous improvement in customer and regulatory outcomes.

Be Part of the Future of Fair Trading

NSW Fair Trading is working to ensure safe marketplaces for goods, services and homes in NSW.

At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive.

We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve.

This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW.

About the Team

This role sits within NSW Fair Trading's Strata and Property Services Branch in the Strata Customer Resolution Team.

Strata & Property Services, Customer Resolution Team.
The role is part of the Strata Customer Resolution Team. The team works collaboratively to resolve complex strata and community living related complaints and enquiries in a fair and consistent manner, with a focus on identifying poor conduct by businesses. As the regulator of the strata and property sectors in NSW the team supports the implementation of a number of regulatory priorities including the introduction of regulatory reform in the strata sector.

If you’re someone who:
- Thinks deeply about the needs of people and communities
- Is motivated by great outcomes, not just processes, and
- Wants to be part of an organisation that’s transforming how regulation works —
- then there’s a place for you in our future.

Join us as we build a Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value.

About the Role

The Team Leader aligns the team’s customer resolution work with NSW Fair Trading’s regulatory priorities in the strata sector, including supporting the implementation of strata regulatory reform. The role focuses on risk-based prioritisation, identifying poor business conduct and using complaint insights to inform regulatory responses, while ensuring fair and consistent customer outcomes.

What You’ll Do

• 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

To Be Successful in This Role You Will Have

• Demonstrated leadership and team management experience in a complex, high‑volume regulatory or service delivery 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.

Essential Criteria

• Demonstrated supervisory or team leadership experience in a complex, high‑volume environment.
• Strong frontline engagement, customer resolution and problem‑solving skills.
• Proven ability to manage workloads, set risk‑based priorities aligned with regulatory objectives, and coach and develop teams to achieve customer and regulatory outcomes.
• Excellent written and verbal communication skills.

What we need from you

Please submit:
- A resume (maximum 5 pages);
- A cover letter (maximum 2 pages) outlining your interest in the role and how your skills and experience align with the requirements.

Visa and Work Rights Requirements

To be considered for roles in the NSW public sector, applicants must:
- Be NSW residents or willing to relocate.
- Hold appropriate working rights for the type of employment offered:
- Temporary roles require valid work rights for the full duration of the role.

More information is available in the PSC Essential Requirements Factsheet.

Salary Grade 7/8, with the base salary for this role starting at $116,981 base plus superannuation

Closing Date

Tuesday, 17 November 2026 at 11:59 pm