Customer Resolution Officer
Grade: Clerk Grade 5/6 ($********* - $********* plus super)
Location: Flexible across NSW, including approved regional NSW Fair
Trading office locations / Hybrid working arrangements available (2-3 days per week in office)
Employment Type: Ongoing / Multiple Temporary Opportunities
About the Role
We are seeking a motivated and customer-focused Customer
Resolution Officer to join our team.
In this role, you will work directly
with customers, businesses and internal teams to investigate, manage and
resolve complaints, enquiries and complex issues.
You will provide high-quality
customer service while ensuring fair, timely and consistent outcomes.
This is an excellent prospect for a professional who
enjoys problem-solving, building relationships and delivering positive customer
experiences in a fast-paced environment.
The role sits within our Consumer Affairs branch within NSW
Fair Trading and contributes to effective complaint resolution across disputes
arising in relation to the Australian Consumer Law (goods and services), the
automotive sector and other regulated schemes including charities, commercial
agents and community gaming.
Key Responsibilities
Manage
customer complaints, enquiries and escalations from initial receipt
through to resolution.
Investigate
issues by gathering and analysing information from customers and relevant
stakeholders.
Assess
matters against relevant legislation, policies, procedures and service
standards.
Communicate
clearly and professionally, both verbally and in writing.
Maintain
accurate records and case notes using customer management systems.
Identify
trends and systemic issues and contribute to continuous improvement
initiatives.
Build
productive relationships with customers, colleagues and external
stakeholders.
Share
subject matter expertise across the team to build team capability and
strengthen
knowledge sharing through coaching.
Meet
performance targets and service delivery timeframes.




Champion
change, help drive initiatives that improve ways of working across the
team.
About You
To be successful in this role, you will demonstrate:
Excellent
customer service and communication skills.
Experience
managing complaints, enquiries or customer resolutions.
Strong
problem-solving and analytical abilities.
The
ability to exercise sound judgement and make evidence-based decisions.
Proven
ability to coach, train and share knowledge with others in the team.
High
attention to detail and strong organisational skills.
Experience
managing competing priorities and meeting deadlines.
Proficiency
in Microsoft Office applications and case management systems.
A
commitment to delivering fair, respectful and customer-focused outcomes.
Essential Requirements
Demonstrated
experience handling complaints, customer resolution or dispute resolution
services.
Ability
to interpret and apply policies, procedures and legislation or regulatory
frameworks.
Strong
written communication skills, including preparing customer correspondence
and case summaries.
Experience
working as a subject matter expert responsible for coaching and guiding
junior staff.
What We Offer
Flexible
and hybrid working arrangements.
Opportunities
for professional development and career progression.
A
supportive and cooperative team environment.
Meaningful
work that contributes to positive customer outcomes and public trust.
How to Apply
To apply, please submit your resume and a brief cover letter
(max 2 pages) outlining your suitability for the role and your experience in




customer service, complaint resolution and stakeholder engagement.
Salary Grade 5/3, with the base salary for this role starting
at $********* base plus superannuation
Click
Here
to access the Role Description
.
For enquiries relating to recruitment please
contact Jessica Love via ******.
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: Sunday 1st November (11:59pm)
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 ************ or
******
.
For more information, please visit
Information
on some of the different types of disabilities
Information on adjustments
available for the recruitment process

📌 Customer Resolution Officer (New South Wales)
🏢 the original
📍 New South Wales