Customer Resolution Officer role snapshotRoleRole Customer Resolution OfficerOrganisationOrganisation Service NSW, Department of Customer ServiceLocation and work typeLocation and work type Sydney, Parramatta, Gosford or another approved Service NSW location; at least two office days per weekSalary or gradeSalary or grade $109,166 to $128,706 plus superannuation and leave loadingApplication requirements for Customer Resolution OfficerPrepare the written components below, then check the official form for current instructions.ResumeResponse to two application questions, maximum 200 words eachThe two questions are separate written tasks.
Keep each answer within its 200-word limit and check the application form before submitting.Eligibility and work conditionsNSW residence or a move to NSW,



plus work rights covering the full fixed-term appointment.What to highlight for Customer Resolution OfficerService 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 areaHow to demonstrate itComplex 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 examplesA fair and traceable investigationSound judgement about urgency and riskRespectful handling of a dissatisfied customer
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📌 Customer Resolution Officer (Sydney)
🏢 Team 3Thirty
📍 Sydney