Customer Resolution Officer role snapshot
Role
Role Customer Resolution Officer
Organisation
Organisation Service NSW, Department of Customer Service
Location and work type
Location and work type Sydney, Parramatta, Gosford or another approved Service NSW location; at least two office days per week
Salary or grade
Salary or grade $109,166 to $128,706 plus superannuation and leave loading
Application requirements for Customer Resolution Officer
Prepare the written components below, then check the official form for current instructions.
Resume
Response to two application questions, maximum 200 words each
The two questions are separate written tasks.
Keep each answer within its 200-word limit and check the application form before submitting.
Eligibility and work conditions
NSW residence or a move to NSW, plus work rights covering the full fixed-term appointment.
What to highlight for Customer Resolution Officer




Service NSW needs evidence that you can investigate an escalated complaint, apply the right rule and explain the outcome to a customer who may disagree.
Candidate evidence area
How to demonstrate it
Complex complaint handling Show the investigation steps, how you prioritised risk and how the matter was resolved.
Policy and legislation Explain a rule you interpreted and how it shaped a fair customer decision.
Outcome correspondence Use a real example of explaining a difficult decision in plain English.
Service improvement Describe a complaint trend you recognised and a practical change you recommended.
What the panel will want to see in your examples
A fair and traceable investigation
Sound judgement about urgency and risk
Respectful handling of a dissatisfied customer
#J-*****-Ljbffr

📌 Customer Resolution Officer (Sydney)
🏢 Team 3Thirty
📍 Sydney