Manager, Customer Resolution
Clerk Grade: *****
Employment Type: Ongoing, Full-Time
Salary: Base salary $149,739 - $173,174 per annum plus Superannuation
Location: Parramatta Office Building (Hybrid work arrangements with office
attendance required 2 – 3 days per week).
About the team
An exciting opportunity has arisen within NSW Fair Trading for a Manager, Customer Resolution.
This role sits within NSW Fair Trading's Customer Resolution team, responsible for ensuring fair, consistent, and efficient resolution of customer issues across diverse markets.
The team plays a critical role in maintaining public trust by delivering timely, transparent, and customer-centred outcomes while supporting the department's broader regulatory objectives.
Be Part of the Future of Fair Trading
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 regulations, improve customer experiences, and make a real difference for the people of NSW.
If you're someone who:
Thinks deeply about the needs of people and communities,
Is motivated by outstanding 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
As the Manager, Customer Resolution, you will lead the delivery of customer-centric resolution services that meet legislative and regulatory requirements, while driving continuous improvement and building capability across a high-performing team to support organisational objectives and enhance customer outcomes.
To be successful in this role you will have:
Lead a team to deliver timely, customer-focused resolution services across multiple regulatory frameworks.
Oversee the resolution of complex and high-profile matters, ensuring fair, compliant, and high-quality outcomes.
Build team capability and promote a collaborative, resilient and high-performing culture
Provide expert advice, briefings, and insights to support decision-making and continuous improvement.
Lead process and system improvements to enhance efficiency, customer experience and service quality.
Essential Criteria:
We are seeking a motivated and customer-focused leader who:
Brings proven leadership experience in high-volume, customer-facing environments.
Demonstrates strong judgement and the ability to resolve complex and sensitive matters.
Is skilled at managing competing priorities while maintaining service quality and compliance.
Fosters team engagement, resilience and continuous improvement.
Holds tertiary qualifications and/or relevant professional experience.
Non-essential
Criteria
Knowledge of
the Residential Tenancies Act **** and the Boarding Houses Act ****
Understanding




of the rental system in NSW
Demonstrated
experience serving vulnerable communities
When Applying
Provide a cover letter and resume (maximum 3
pages) that outline your experience and how you meet the role's key
capabilities.
Salary Grade *****, with the base salary for this role starting
at $****** base plus superannuation
Click
Here
to access the Role Description
.
For enquiries relating to recruitment please
contact Judy Torres via ******.
Visit the
Capability Application Tool
to prepare for the recruitment process by accessing
practice application and interview questions based on the focus capabilities
listed in the role description.
Closing Date: Monday 9 March **** (9:59am)
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 great state.
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 want you to bring your best self to this application process.
If you have any support or access needs that may
require adjustments to allow you to fully participate in this selection process
(including an alternate format of the application form) please contact ****** or ************.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process

📌 Manager Customer Resolution, Rental (Australia)
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📍 Australia