Team Leader - Customer Resolution
Grade:
7/8 - The package includes base salary ranging from $116,981 to $129,492 plus employer superannuation contributions and annual leave loading
Duration:
Full-time (35 hrs per week),Temporary employment upto 12 months
Location:
Parramatta / Gosford.
In-office attendance is required in line with Department of Customer Service (DCS) workplace expectations
An exciting temporary opportunity has arisen within NSW
Fair Trading, Strata and Property Services for a Team Leader, Customer
Resolution.
The current role is for a period of twelve months with
the possibility of extension.
We're seeking a proactive and customer-focused leader to
oversee a team delivering resolution services that
advance NSW Fair Trading's regulatory priorities.
You will lead and mentor staff, prioritise complex and escalated matters based on risk, identify poor business conduct, and drive continuous improvement in customer and regulatory outcomes.
Be Part of the
Future of Fair Trading
NSW Fair Trading is working to ensure safe marketplaces
for goods, services and homes in NSW.
At NSW Fair Trading, we've been on an exciting journey of
transformation — reimagining how we deliver for the people and communities of
NSW.
Through our recent organisational realignment, we've built a new operating
model designed to put customers at the centre of everything we do, strengthen
our regulatory impact, and enable our people to thrive.
We're creating a more contemporary, responsive and risk-based
Fair Trading — one that understands the needs of people and businesses,
embraces collaboration and innovation, and delivers better outcomes across the
rental, strata, property and consumer markets we serve.
This next phase brings new and exciting opportunities to
join us in shaping "the new way" — where you can help design smarter
regulation, improve customer experiences, and make a real difference for the
people of NSW.
About the Team
This role sits within
NSW Fair Trading's Strata and
Property Services Branch
in the
Strata Customer Resolution Team.
Strata & Property Services, Customer
Resolution Team.
The role is part of the Strata Customer Resolution
Team.
The team works collaboratively to resolve complex strata and community
living related complaints and enquiries
in a fair and consistent manner, with a focus on identifying poor conduct by
businesses.
As the regulator of the strata and property sectors in NSW the team
supports the implementation of a number of regulatory priorities including the
introduction of regulatory reform in the strata sector.
If you're someone who:
•Thinks deeply about the needs of people and communities
•Is motivated by great outcomes, not just processes, and
•Wants to be part of an organisation that's transforming how regulation works —




...then there's a place for you in our future.
Join us as we build a Fair Trading that's fit for the
future — one that's customer-centred, evidence-driven, and proudly focused on
public value.
About the Role
The
Team Leader aligns the team's customer resolution work with NSW Fair Trading's
regulatory priorities in the strata sector, including supporting the
implementation of strata regulatory reform.
The role focuses on risk-based prioritisation,
identifying poor business conduct and using complaint insights to inform
regulatory responses, while ensuring fair and consistent customer outcomes.
What You'll Do
•Lead a customer-facing team to deliver responsive, customer-centric resolution services that advance regulatory priorities and align with legislative and organisational requirements
•Oversee complex and escalated matters, identifying poor business conduct and systemic issues for referral to relevant regulatory teams, while ensuring fairness, transparency, and customer focus
•Manage complex customer interactions verbally and via correspondence with professionalism and empathy
•Apply expert knowledge of legislation, policies and procedures to guide consistent, evidence-based decision-making and support the implementation of strata regulatory reform
•Monitor workloads and prioritise matters according to risk and regulatory priorities, using complaint trends to inform improvements in efficiency and customer and regulatory outcomes
•Coach, develop, and support staff to apply regulatory priorities in day-to-day casework, achieve service standards and deliver great customer experiences.
To Be
Successful in This Role You Will Have
•Demonstrated leadership and team management experience in a complex, high-volume regulatory or service delivery environment.
•Strong written and verbal communication skills and the ability to negotiate to deliver quality outcomes.
•Demonstrated analytical and problem-solving skills, including the ability to identify complaint trends and emerging regulatory issues.
•Proven ability to manage complex customer matters and competing priorities using a risk-based approach aligned with regulatory priorities.
•Sound knowledge of relevant legislation and compliance frameworks.
•Demonstrated commitment to collaboration, integrity, continuous improvement and service excellence.
Essential
Criteria
•Demonstrated supervisory or team leadership experience in a complex,



high-volume environment.
•Strong frontline engagement, customer resolution and problem-solving skills.
•Proven ability to manage workloads, set risk-based priorities aligned with regulatory objectives, and coach and develop teams to achieve customer and regulatory outcomes.
•Excellent written and verbal communication skills.
What we need from you
Please submit:
•A resume (maximum 5 pages); and
•A cover letter (maximum 2 pages) outlining your interest in the role and how your skills and experience align with the requirements.
Visa and Work Rights Requirements
To be considered for roles in the NSW public sector, applicants must:
•Be NSW residents or willing to relocate .
•Hold appropriate working rights for the type of employment offered:
-Temporary roles require valid work rights for the full duration of the role.
More information is available in the
PSC Essential Requirements Factsheet
.
Salary Grade 7/8, with the base salary for this role starting
at $116,981 base plus superannuation
Click
Here
to access the Role Description.
For enquiries relating to recruitment please
contact Jyostna Channamadhvuni 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: Tuesday, 17 November **** at 11:59 pm
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

📌 Team Leader - Customer Resolution (New South Wales)
🏢 the original
📍 New South Wales