Customer Resolution Officer

Clerk Grade: 5/6

Base Salary: $102,936 – $113,579 per annum plus superannuation

Employment Type: Ongoing, Full-time

Hybrid work arrangements, Parramatta. Office attendance required 2–3 days per week.

This role sits within the NSW Fair Trading, Strata and Property Services An exciting opportunity has arisen within NSW Fair Trading for a Customer Resolution Officer.

We are seeking a proactive and skilled individual who can manage complex customer complaints with professionalism, empathy, and sound judgement. You will play a key role in supporting fair, transparent, and timely outcomes for consumers and businesses through expert case management and stakeholder engagement.

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 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 current 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.

About the Team

Strata & Property Services, Customer Resolution Team.

The role is part of the Customer Resolution Team. The team works collaboratively to resolve complex property related complaints and enquiries in a fair and consistent manner, with a focus on identifying non-compliant conduct by businesses. As the regulator of the strata and property sectors in NSW the team supports the implementation of a number of regulatory priorities including underquoting, misrepresentation by selling agents and a range of new strata laws to be introduced.

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

NSW Fair Trading is looking for driven and passionate people who want to make a difference for the people of NSW.

We’re seeking candidates who are excited about strata living and the future of the industry. With projections suggesting that almost 50% of NSW residents could be living in strata communities by 2030, strata is one of the fastest-growing sectors in property and community living.

What You’ll Do

- Manage customer complaints and enquiries, applying dispute resolution principles and legislative frameworks.
- Maintain accurate case documentation to ensure transparency and accountability.
- Engage proactively with traders and customers to achieve sustainable resolution outcomes.
- Provide guidance as a subject matter expert on legislative rights and responsibilities to support informed decision-making.
- Identify trends and contribute to the enhancement of complaint handling practices and continuous improvement initiatives.

To Be Successful in This Role You Will Have

- Strong communication, negotiation, and analytical skills.
- Demonstrated experience in dispute resolution and case management.
- Ability to interpret and apply relevant legislation and policy frameworks.
- Proven ability to manage competing priorities and deliver quality outcomes.
- Commitment to fairness, professionalism, and customer service excellence.

Essential Criteria

- Demonstrated experience delivering customer resolution or dispute management services.
- Strong legislative knowledge and ability to apply regulatory frameworks.




- Proven ability to analyse complex issues and recommend appropriate solutions.
- Excellent communication and stakeholder engagement skills.

When Applying Provide a cover letter (maximum 2 pages) and resume (maximum 5 pages) that outline your experience and how you meet the role’s key capabilities.

Salary Grade 5/6, with the base salary for this role starting at $102936 base plus superannuation

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 may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Tuesday, 6 October 2026 (at 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 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].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

Application contact details

If you have questions or would like to learn more about this role, please reach out to the contact below:

Contact

Francis Wen

Contact email [email protected]

Application close date

06 October 2026 at 11:59pm

📌 Customer Resolution Officer (Sydney)
🏢 Nsw Government
📍 Sydney