Dispute Resolution Specialist

- SNSW Grade 7/8 - $109,166 - $128,706 plus super
- Ongoing role
- Location – Roles can be based in McKell, Parramatta or Gosford or another approved Service NSW location. Hybrid and flexible working conditions available

About us

This role sits within the Customer Resolution and Disputes team, which was established to maintain a centralised Service NSW complaints and disputes handling function. The Customer Resolution and Disputes team fosters a culture that is open to disputes, complaints and feedback from customers and the community. We manage disputes and promote and encourage complaints and respond to them fairly and promptly to ensure customers feel heard, respected, and know that their issues are taken seriously.

About the role

The Dispute Resolution Specialist role is responsible for assessing, investigating, and critically analysing policies, legislation, factual information and expert advice, adopting a proactive, solution focused mindset to resolving dispute matters for all residents of NSW.

Your day to day

- Manage and resolve dispute matters, undertaking detailed investigation and analysis to make recommendations, promoting effective outcomes in line with procedures, grant guidelines and relevant delegations
- Build and maintain professional relationships with stakeholders across NSW Government and Service NSW, working collaboratively and providing Subject Matter Expertise where required
- Proactively maintain up-to-date knowledge and understanding of relevant legislation, policy, and procedures to effectively deliver dispute resolution outcomes

About you





- You have strong experience in administrative decision making (such as grants administration or dispute resolution), including knowledge of Grants Administration Guide policy, Government Financial Services Act 2018, and Australian administrative law principles relating to dispute resolution
- You can coordinate and negotiate with key stakeholders to work collectively to deliver a positive solution in line with legislation and policy requirements
- You have strong communication skills including the ability to explain complex concepts clearly and simply to diverse audiences, and to write clear and concise outcome correspondence to customers
- You can deliver results promptly and proactively, with strong resilience and adaptability to manage high volumes and competing demands
- You actively look for and take advantage of opportunities to develop strengths and demonstrate a commitment to maintaining a high level of knowledge on current legislation and policies relating to your role

How to apply

Please provide a brief cover letter (max 2 pages) and an updated resume (max 4 pages) outlining how your skills and experience are aligned to the role.

Salary Grade 7/8, with the base salary for this role starting at $109,166 base plus superannuation

Click Here to access the Role Description .



For enquiries relating to recruitment please contact Tiffany Martin via View email address on viewjobs.com.au.

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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: Monday 9 November 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 perks 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 View phone number on viewjobs.com.au or View email address on viewjobs.com.au .

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📌 Dispute Resolution Specialist (Parramatta)
🏢 NSW Department of Customer Service
📍 Parramatta