Complaint Support Officer

- Employment type: Ongoing
- Grade: DCS clerk 3/4
- Salary: $87,199 - $95,482 + Super and leave Loading
- Location: Sydney/Gosford

Have you had exposure to customer complaints? Are you passionate about making a difference and improving outcomes for customers? The primary purpose of the Complaint Support Officer role is to collect information from the customer about their complaint so further assessment can be carried out in line with SIRA's complaint handling framework. This may involve calling complainant's directly to discuss their concerns in more depth as well as analysing any documentation they provide. You will also be required to regularly undertake a triage of your complaints to ensure that matters of higher complexity and urgency are receiving a proportionate response. Whilst working within SIRA you will be exposed to customers and respondents in 3 different compensation schemes - Workers Compensation, Motor Accidents and Home Building. You will be required to navigate complex legislative frameworks and achieve individual outcomes for customers as well as capture and share regulatory intelligence and insights within SIRA.

Key responsibilities In this role, you will:

- Receive, assess and triage complaints received by SIRA.
- Gather and analyse complaint information to confirm issues and determine appropriate action.
- Manage a high-volume caseload while meeting service and quality standards.
- Apply legislative and regulatory knowledge to assess matters within SIRA's jurisdiction.
- Deliver professional, customer-focused support and manage challenging interactions effectively.
- Identify risks and escalate complex, urgent or sensitive matters appropriately.
- Capture complaint intelligence and contribute to regulatory insights, service improvement and customer outcomes.

About you: To be successful in this role, you will:

- Solid written and verbal communication skills.
- Well organised, able to balance competing priorities.




- Experience across SIRA's three regulated schemes-workers compensation, motor accidents and home building-with the ability to assess whether complaints fall within SIRA's scope and apply complex legislative frameworks.
- Strong interpersonal skills, able to develop rapport with customers from varied backgrounds and experiences who may be angry and frustrated while managing their expectations.
- Prepared to speak on the phone with customers to discuss their complaints.
- Ability to learn quickly and not shy away from a challenge.
- Aware of the need to escalate matters of concern to your Senior Leader for assessment as required
- Be a voice of the customer to improve outcomes for policy holders and claimants.

What we need from you: To start your journey towards becoming our Complaint Support Officer, please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages). In your cover letter please share your motivation for applying for this position and your relevant skills.

For any enquiries about the role please contact Emma Thirgood at [email protected]

Essential Requirements To be considered for roles in the NSW public sector, applicants must:

- Be NSW residents or in the process of relocating to NSW
- Hold appropriate working rights for the type of employment offered - Fixed Term roles require valid work rights for the full duration of the role

Advantages:

- Collaborate in state-of-the-art offices designed for innovation and connection based in Sydney or Gosford.
- Access a wide range of wellbeing programs and resources to support your mental, physical, and emotional health.




- Take advantage of excellent professional development and learning opportunities to help you thrive.

Salary Grade 3/4, with the base salary for this role starting at $87,199 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Esther Khalil via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

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: Friday, 9 October 2026 at 9:59am

Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and 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 02 8276 8130 or [email protected].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

📌 Complaints Support Officer (Sydney)
🏢 NSW Department of Customer Service
📍 Sydney