Location: Hybrid work arrangements, Parramatta (office attendance required 2-3 days per week)
An exciting opportunity has arisen within NSW Fair Trading, Rental Branch in the Grants & Funds Team for a Senior Compensation Funds Officer.
We're seeking a motivated individual to provide high-level advice and support services for people making claims under relevant Acts, including case management for people requiring a high level of support. This is a unique role that supports the administration of NSW's statutory compensation schemes, helping consumers access financial redress by providing comprehensive information in line with legislation and support through disputes processes to provide a positive customer experience.
Primary purpose of the role
Supervise and build capability of the team to ensure effective service delivery by allocating and coordinating workflows while maintaining a portfolio of claims for assessment.
Key accountabilities:
Assist in leading the team to ensure it operates efficiently and effectively and contributes to Compensation Funds and Customer Service objectives, including coordinating work allocation and undertaking more complex claim matters
Develop and implement systems and procedures to ensure the achievement of team objectives consistent with Compensation Fund Unit service commitments and quality management principles
Translate legislative and organisational requirements into operational policies and procedures with a commitment to continuous improvement, reviewing staff performance, providing feedback, arranging appropriate courses and ensuring staff are coached and mentored when required
Monitor, analyse and evaluate work volumes,



report recent or emerging issues or trends which may include statistical results and recommend changes and strategies to enhance team and Compensation Funds, Customer Service activities and services
Prepare high level submissions and complex correspondence as required
Develop and maintain co‐operative and productive working relationships with key stakeholders and external service providers ensuring optimum delivery of services
Support the training and capability development of team members, identify and reduce errors, and contribute to continuous improvement initiatives.
Provide support to the business unit in the form of project coordination, staff management and various financial and administrative duties when required.
Supporting a team within a high volume, high pressure environment, determining priorities and completing projects within tight timeframes
Maintaining knowledge of a wide range of corporate initiatives and organisational strategies, plans and objectives to respond quickly to changing circumstances and priorities
Developing processes and plans to enhance team efficiency, acting as a change agent leading staff through change and determining solutions to problems as they arise
Key challenges:
Supporting a team within a high volume, high pressure environment, determining priorities and completing projects within tight timeframes




Maintaining knowledge of a wide range of corporate initiatives and organisational strategies, plans and objectives to respond quickly to changing circumstances and priorities
Developing processes and plans to enhance team efficiency, acting as a change agent leading staff through change and determining solutions to problems as they arise
Senior Compensation Funds Officer
Clerk Grade:
7/8
Salary:
$116,981 - $129,492 + Super
Employment Type:
Temporary 2 years
Location:
Hybrid work arrangements, Parramatta (office attendance required 2-3 days per week)
Closing Date:
Tuesday 18th August **** [9:59am]
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.
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 .
We can view our full diversity and inclusion statement here.
Desired Skills and Experience
Claims
Project Management
Customer Service
Administration
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📌 Senior Compensation Funds Officer (Sydney)
🏢 NSW Department of Customer Service
📍 Sydney