This is a Customer Resolution Representative role with NSW Department of Customer Service based in Sydney, NSW, AU
== NSW Department of Customer Service ==

Role Seniority - junior, mid level

More about the Customer Resolution Representative role at NSW Department of Customer Service

Customer Resolution Representative – Job Advert

Clerk Grade: 3/4 Employment Type: Ongoing and temporary opportunities, Full-time Location: All NSW DCS office locations considered Hybrid work arrangements - Office attendance required minimum 2–3 days per week. This role sits within the NSW Fair Trading Division in the Customer Resolution team. An exciting opportunity has arisen within NSW Fair Trading for a Customer Resolution Representative. We’re seeking a customer-focused professional who can deliver fair, transparent and timely outcomes for consumers and businesses. You will provide high-quality resolution services that support safe and informed marketplaces, while maintaining empathy, accuracy, and professionalism in all interactions.

Be Part of the Future of Fair Trading

NSW Fair Trading is working to ensure safe marketplaces for goods, services and homes in NSW.

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 up-to-date, 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 regulation, 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 great 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 & What You’ll Do Deliver responsive customer-centric resolution services that align with legislative and organisational requirements. Manage customer interactions and correspondence with professionalism and empathy. Apply relevant legislation and procedures to assess and resolve customer complaints. Collaborate across teams to ensure consistent and high-quality dispute resolution outcomes. Maintain accurate case records and support continuous improvement in service delivery. To Be Successful in This Role You Will Have Robust interpersonal and communication skills with a customer-first mindset. Proven ability to manage multiple priorities while maintaining quality outcomes. Sound understanding of customer resolution and dispute handling principles. Ability to interpret and apply legislation and policy frameworks. Demonstrated teamwork and adaptability in a fast-paced environment. Essential Criteria Demonstrated experience delivering customer-focused resolution services. Strong communication and problem-solving skills. Proven ability to apply legislation and policy to achieve fair outcomes. Commitment to quality, timeliness, and continuous improvement in customer service. Please ensure your applications includes your CV (4 pages max) and cover letter (2 pages max). Salary Grade 3/4, with the base salary for this role starting at $84,659 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Jessica Love via [email protected]. 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. A talent pool,



valid for 18 months, may be created for this position and used to fill future vacancies. Closing Date: Wednesday 22 July 2026 (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 [email protected]. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth.

Please consider applying even if you don't meet 100% of what’s outlined

Key Responsibilities

- Delivering responsive customer-centric resolution services
- ✉️ Managing customer interactions and correspondence
- Collaborating across teams for consistent outcomes

Key Strengths

- ️ Strong interpersonal and communication skills
- ⚖️ Proven ability to manage multiple priorities
- Sound understanding of customer resolution and dispute handling principles
- Ability to interpret and apply legislation and policy frameworks
- Demonstrated teamwork and adaptability
- Commitment to quality, timeliness, and continuous improvement

A Final Note: This is a role with NSW Department of Customer Service not with Hatch.

📌 Customer Resolution Representative (Sydney)
🏢 NSW Department of Customer Service
📍 Sydney