Associate Mediation Officer - Small Business Commission

Grade: Clerk Grade 5/6

Duration: Ongoing/permanent role

Location: Parramatta, Sydney, Gosford and Newcastle - required office attendance (Hybrid)

About the Opportunity

Join a highly collaborative, passionate, and supportive team. Opportunity to join the Mediation Team within the NSW Small Business Commission to support the delivery of alternative dispute resolution services to business customers and property professionals. This position will support and empower customers with competing interests to resolve issues and disputes utilising nationally accredited frameworks and standards of principled negotiation to ensure achievement of service delivery outcomes.

Flexibility - we support your work-life balance. Our team typically works from 8:00 AM to 4.00 PM, but we're happy to work with you to find a schedule that suits everyone.

Career Development bring your can-do attitude, and we'll provide the training and support you need to become a nationally accredited mediator. Autonomy - you will develop the skills to work independently within practice standards, with the support of your team to help you reach your full potential. The Team you will be joining focus on general civil matters.

About the Team

The Mediation Services team is responsible for providing mediation using the National Mediator Accreditation System standards for retail and commercial lease disputes, and other business-to-business civil matters. The team contributes to the efficient delivery of civil justice in NSW to businesses and their stakeholders to support a better business environment.

About Us





The NSW Small Business Commission is an independent statutory office of the NSW Government and includes a neutral and impartial dispute resolution service. We also provide strategic advice and advocacy to small businesses across NSW. Our role includes:

- encouraging government agencies and larger businesses to enter productive working relationships with small businesses
- facilitating and encouraging the fair treatment of small businesses
- promoting a better operating environment in which small businesses can flourish.

Your responsibilities will include

- Help customers with competing interests make their best possible decisions and pursue their best possible commercial outcomes
- Independently manage your own portfolio of matters and accountsScheduling mediation sessions at a time and place that works for the parties and the appointed mediator
- Assist parties to explore their common interests and determine goals
- Support open communication, improved understanding, and options for compromise
- Maintain neutrality whilst showing empathy to parties with competing interests
- Support continuous improvement and a culture of collaboration

About you

- You have demonstrated experience working with people in dispute, conflict, or crisis.




- You demonstrate confidence with verbal and written customer communication.
- Successful candidates are likely to have experience in litigation, financial complaints, business support services or alternative dispute resolution processes.
- You are enthusiastic about continuous improvement and innovation.

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.

You can view our full diversity and inclusion statement here.

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 02 8276 8130 or [email protected].

Closing Date: Monday, 10th August 2026 (09:59am)

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 excellent state.

Salary Grade 05/06, with the base salary for this role starting at $102,936 base plus superannuation

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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📌 Associate Mediation Officer (Parramatta)
🏢 NSW Department of Customer Service
📍 Parramatta