Job Description
NSW Department of Customer Service – Sydney NSW
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Government State (Government and Defence)
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Full time
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Customer Resolution
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Case Management
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Customer Resolution Officer
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Employment Type: Ongoing, Full-time
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Hybrid work arrangements, Parramatta. Office attendance required 2-3 days per week.
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This role sits within the NSW Fair Trading, Strata and Property Services
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An exciting opportunity has arisen within NSW Fair Trading for a Customer Resolution Officer.
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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.
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Be Part of the Future of Fair Trading
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NSW Fair Trading is working to ensure safe marketplaces for goods, services and homes in NSW.
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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.
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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.
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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.
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About the Team
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Strata and Property Services, Customer Resolution Team.
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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.
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If you're someone who:
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Thinks deeply about the needs of people and communities
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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.
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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.
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About the Role
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NSW Fair Trading is looking for driven and passionate people who want to make a difference for the people of NSW.
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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.
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What You'll Do
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Manage customer complaints and enquiries, applying dispute resolution principles and legislative frameworks.
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Maintain accurate case documentation to ensure transparency and accountability.
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Engage proactively with traders and customers to achieve sustainable resolution outcomes.
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Provide guidance as a subject matter expert on legislative rights and responsibilities to support informed decision-making.
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Identify trends and contribute to the enhancement of complaint handling practices and continuous improvement initiatives.
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To Be Successful in This Role You Will Have
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Strong communication, negotiation, and analytical skills.
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Demonstrated experience in dispute resolution and case management.
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Ability to interpret and apply relevant legislation and policy frameworks.
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Proven ability to manage competing priorities and deliver quality outcomes.
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Commitment to fairness, professionalism, and customer service excellence.
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Demonstrated experience delivering customer resolution or dispute management services.
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Robust legislative knowledge and ability to apply regulatory frameworks.
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Proven ability to analyse complex issues and recommend appropriate solutions.
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Excellent communication and stakeholder engagement skills.
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Salary Grade 5/6, with the base salary for this role starting at 102,****** base plus superannuation

📌 Customer Resolution Officer (New South Wales)
🏢 NSW Department of Customer Service
📍 New South Wales