Engagement and Complaints Officer

Complaints, Building Commission NSW

Grade : Clerk grade 5/6 x 6 positions

Location : Hybrid working model with office attendance required 2 days per week (Sydney, Parramatta Gosford, Albury, Wagga, Dubbo, Lismore, Queanbeyan and Maitland)

Term : Temporary, Full-time up until 31 March 2027

About Building Commission NSW

Building Commission NSW is leading significant work to lift standards across the building sector and support better outcomes for consumers, industry and communities. We offer meaningful work, a collaborative team environment and the opportunity to contribute to practical improvements that make a real difference across NSW. If you enjoy solving problems, working with people and applying sound judgement in a fast-paced regulatory environment, this is a great opportunity to build your career.

About the Complaints team

Our Complaints team manages enquiries, complaints and dispute resolution matters from consumers and businesses across NSW. We help people understand their rights and responsibilities, resolve issues where possible and navigate legislation administered by Building Commission NSW.

As an Engagement and Complaints Officer, you'll manage a varied caseload, assess information, engage with customers and stakeholders, and use your judgement to achieve fair, timely and practical outcomes. You'll also contribute to service improvements and share knowledge across the team.

Responsibilities

- Manage a caseload of complaints, enquiries and dispute resolution matters
- Assess information, identify key issues and determine appropriate next steps in line with legislation, policies and procedures
- Provide clear, practical advice to consumers and businesses about their rights, responsibilities and options
- Work with customers,



industry and internal stakeholders to resolve matters and support fair outcomes
- Maintain accurate records, manage correspondence and meet required timeframes
- Identify risks, issues and trends and elevate matters where needed
- Contribute to improved complaint handling practices, team capability and knowledge sharing
- Use case management systems and other technologies to manage work efficiently and accurately

Key Requirements

- Experience in complaints handling, dispute resolution, customer service or case management
- Strong communication skills, including the ability to explain complex information in plain English
- Sound judgement, analytical thinking and the ability to make practical decisions
- Ability to interpret and apply legislation, policies or procedures
- Strong customer focus and the ability to build effective working relationships
- Experience using case management systems and databases; CAS and GLS experience is highly regarded
- Knowledge of legislation administered by Building Commission NSW is highly regarded but not essential

Benefits

Salary Grade 0506, with the base salary for this role starting at 102,936 base plus superannuation

Closing Date

Monday, 27th July 2026 (09:59am)

Equal Opportunity

Belong in our diverse and inclusive workplace. The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on or .

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📌 Engagement & Complaints Officer (City of Parramatta Council)
🏢 NSW Department of Customer Service
📍 City of Parramatta Council