Customer Resolution Officer

Customer Resolution Officer

• Full-Time (35hpw) Temporary to January 2028
  
• Salary Range: $109166 - $128706pa super leave loading
  
• Location: This role can be based in Sydney Parramatta Gosford or another approved Service NSW location.
  
• Minimum 2 days per week in office (in an approved Service NSW location). Flexible working conditions are available

About the team

The Service NSW Customer Resolution and Disputes Team is responsible for managing and resolving all Service NSW escalated complaints and disputes against administrative decisions. This includes complaints which come directly to Service NSW from customers but also those referred from the Ministers Office and entities including the Anti-Discrimination Board the NSW Ombudsman and the Australian Human Rights Commission. The Customer Resolution and Disputes Team promotes and encourage complaints and responds to them fairly and promptly to ensure customers feel heard respected and know that their issues are taken seriously.

About the role

Were looking for an empathetic and experienced complaints handler with strong communication skills to resolve complex complaints within Service NSWs Customer Resolution and Disputes Team. Youll be part of a dynamic team providing information and assistance to customers to resolve a wide range of escalated and complex complaints in line with legislative requirements.

Your day-to-day:

You will manage a caseload of escalated complaints interacting with customers and stakeholders daily to investigate and respond to complaints effectively and efficiently. Your responsibilities will include:

• Managing the escalation of customer experience issues and complaints from end to end including investigating issues raised by customers directly engaging with the customer to manage their expectations and ensuring a positive customer experience and following up on process or continuous improvement opportunities;
  
• Proactively maintaining knowledge and expertise of current processes and guidelines and complying with privacy and legislative obligations to support effective and timely resolution of customer complaints;
  
• Identifying trends and issues in high volumes of customer feedback and recommending solutions that enhances a positive customer experience;
  
• Building and maintain professional relationships and networks with stakeholders across Service NSW NSW Government partner agencies and Service NSW customers to resolve customer complaints in a productive and efficient manner.

About you:

• You have previous experience with complaints handling and an in-depth understanding of complaints processes policies and legislation;
  
• You deliver results promptly and proactively resolving complex customer issues across a variety of Service NSW programs and services;
  
• You have good judgment and can effectively prioritise your own workload based on factors including complexity urgency and risk;
  
• You liaise effectively with key stakeholders to collectively address customer issues to deliver a positive solution;
  
• You have strong written and verbal communication skills including the ability to explain complex concepts clearly and simply to diverse audiences and to write clear and concise outcome correspondence to customers;
  
• You have the ability to research investigate and provide recommendations and solutions to reduce customer complaints;
  
• You demonstrate commitment to maintaining a high level of knowledge on current legislation and policies relating to your role;
  
• You are highly resilient and adaptable to manage high volumes and competing demands.

Essential Requirements

To be considered for roles in the NSW public sector applicants must:

• Be NSW residents orin the process of relocatingto NSW
  
• Holdappropriate workingrights for the type of employment offered - Fixed Term roles require valid work rights for the full duration of the role

How to apply

Pleasesubmityour:

1. Resume and cover letter (max 1 page). Your application should highlight your skills experience and whyyourethe perfect fit for this role.

2. Response to the following questions:

a) What motivates you to work in customer complaint resolution and dispute management (max 200 words)
b) Provide an example of when you applied legislation policy or procedural requirements to resolve a customer complaint or dispute (max 200 words)

Further Information

Salary Grade 7/8 with the base salary for this role starting at 109166 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Alyssa Shearman via

Visit the Capability Application Toolto prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: 11:59pm Wednesday 30th September 2026

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service digital transformation and regulatory reform. Come join us and influence the future of our great state.

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Required Experience:

Unclear Seniority