Job Description
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 daysper week.
This role sits within the NSW FairTrading, Strata and PropertyServices
An exciting opportunity has arisenwithinNSW Fair Trading foraCustomer Resolution Officer.
We areseeking a proactive and skilled individual who can managecomplex customer complaints with professionalism, empathy, and sound judgement.
You will play a key role in supporting fair,transparent,andtimelyoutcomesfor consumers and businesses through expert casemanagement and stakeholder engagement.
Be Part of the Future of Fair Trading
NSW Fair Trading is working to ensure safe marketplacesforgoods,servicesandhomes in NSW.
At NSW Fair Trading,we'vebeen on an exciting journey oftransformation — reimagining how we deliver for the people and communities ofNSW.
Throughourrecentorganisationalrealignment,we'vebuilt a newoperating model designed to put customers at thecentreof everythingwe do, strengthen our regulatory impact, and enable our people to thrive.
We'recreating a moremodern,responsiveandrisk-based FairTrading — one that understands the needs of people and businesses,embracescollaborationand innovation, and delivers better outcomes across therental,strata,propertyandconsumer markets we serve.
This next phase brings new and exciting opportunities to join us in shaping"the new way" — where you can help design smarterregulation, improvecustomer 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 teamworks collaboratively to resolve complex property related complaints andenquiries in a fair and consistent manner, with afocusonidentifyingnon-compliant conduct by businesses.




As the regulatorof the strata and property sectors inNSWthe team supports theimplementation ofa number ofregulatory prioritiesincludingunderquoting,misrepresentation by selling agents and a range of new stratalaws to be introduced.
Ifyou'resomeonewho:
Thinksdeeply about the needs of people and communities
Is motivated by great outcomes, not just processes, and
Wants to be part of anorganisationthat'stransforming howregulation works...thenthere'sa place for you in our future.
Join us as we build a Fair Tradingthat'sfit for the future —onethat'scustomer-centred, evidence-driven, and proudly focused onpublic value.
About the Role
NSW Fair Trading is looking for driven and passionate people who want to make adifference for the people of NSW.
We're seekingcandidates who are excited about strata living and the future of the industry.
With projections suggesting that almost 50% of NSW residents could be living instrata communities by ****, strata is one of the fastest-growing sectors inproperty and community living.
What You'll Do
Managecustomer complaints and enquiries, applying dispute resolution principlesand legislative frameworks.
Maintainaccuratecasedocumentationto ensure transparency and accountability.
Engageproactively with traders and customers to achieve sustainableresolutionoutcomes.
Provideguidance as a subject matter expert on legislative rightsandresponsibilitiesto support informed decision-making.
Identifytrends and contribute to theenhancement of complaint handling practices and continuousimprovementinitiatives.
To Be Successful in This Role You Will Have
Strongcommunication,negotiation,andanalyticalskills.
Demonstratedexperiencein dispute resolution and case management.
Abilityto interpret and apply relevant legislation and policy frameworks.
Provenability to manage competing priorities and deliver quality outcomes.




Commitmenttofairness,professionalism,andcustomer serviceexcellence.
Essential Criteria
Demonstratedexperiencedelivering customer resolution or disputemanagementservices.
Stronglegislative knowledge and ability to apply regulatory frameworks.
Provenability toanalysecomplex issues andrecommendappropriatesolutions.
Excellent communication and stakeholder engagementskills.
When Applying
Provide a coverletter (maximum 2 pages) and resume (maximum5pages) that outlineyour experience and how you meet the role's key capabilities.
Salary Grade 5/6, with the base salary for this role startingat $****** base plus superannuation
For enquiries relating to recruitment pleasecontact Francis Wen ******.
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 ofCustomer Service (DCS) gives you the opportunity to help improve government services and be part of reformthat advantages people across NSW.
We are focused on delivering excellent customer service,digitaltransformation,and regulatory reform.
Come join us and influence the future of our great state.
Belong in our diverse and inclusiveworkplace
The strength of our workforce lies in its diversity andembracingdifference,while the key to our success is leveraging the contributions of employees withdifferentbackgroundsand 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 ************ ******.
For more information, please visit
Informationon some of the different types of disabilities
Information onadjustmentsavailablefor the recruitment process

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