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 chance 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 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.
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 ****, 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 $102,****** base plus superannuation
Click
Here
to access the Role Description
.
For enquiries relating to recruitment please
contact Francis Wen 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.
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 **** (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 ************ or
******
.
For more information, please visit
Information
on some of the different types of disabilities
Information on adjustments
available for the recruitment process

📌 Customer Resolution Officer (New South Wales)
🏢 the original
📍 New South Wales