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 modern, 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 current 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

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 abil

📌 Team Leader (Australia)
🏢 NSW Department of Customer Service
📍 Australia