Job Description
Customer Resolution Officer role snapshot
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Role
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Role Customer Resolution Officer
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Organisation
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Organisation Service NSW, Department of Customer Service
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Location and work type
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Location and work type Sydney, Parramatta, Gosford or another approved Service NSW location; at least two office days per week
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Salary or grade
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Salary or grade $109,166 to $128,706 plus superannuation and leave loading
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Application requirements for Customer Resolution Officer
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Prepare the written components below, then check the official form for current instructions.
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Resume
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Response to two application questions, maximum 200 words each
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The two questions are separate written tasks. Keep each answer within its 200-word limit and check the application form before submitting.
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Eligibility and work conditions
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NSW residence or a move to NSW, plus work rights covering the full fixed-term appointment.
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What to highlight for Customer Resolution Officer
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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.
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Candidate evidence area
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How to demonstrate it
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Complex complaint handling Show the investigation steps, how you prioritised risk and how the matter was resolved.
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Policy and legislation Explain a rule you interpreted and how it shaped a fair customer decision.
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Outcome correspondence Use a real example of explaining a difficult decision in plain English.
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Service improvement Describe a complaint trend you recognised and a practical change you recommended.
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What the panel will want to see in your examples
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A fair and traceable investigation
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Sound judgement about urgency and risk
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Respectful handling of a dissatisfied customer
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📌 Customer Resolution Officer (New South Wales)
🏢 Team 3Thirty
📍 New South Wales