Customer Resolution Officer

Customer Resolution Officer

• $98,941 - $116,651 plus super
• Ongoing role
• Location – Role can be based in McKell, Paramatta or Gosford. Hybrid and flexible working conditions available
• SNSW Grade 7/8

About us

The Customer Resolutions Team is a newly created function within Service NSW, bringing together complaints and dispute resolution for SNSW into one centralised team, providing a standardised approach to complaints and disputes handling and gaining a holistic view of feedback in order to enhance the customer experience.

About the role

The Customer Resolution Officer is responsible for the management of complex customer complaints and the coordination of multi-agency customer resolution.

Your day to day

• Manage the escalation of customer experience issues and complex complaints from end to end, including investigating the issues, directly engaging with the customer to manage their expectations and ensuring a positive customer experience, and following up on process or continuous improvement opportunities
• Identify trends and issues in high volumes of customer feedback and recommend solutions that enhances a positive customer experience
• Proactively maintain knowledge and expertise of current processes and guidelines, and comply with privacy and legislative obligations, to support effective and timely resolution of customer complaints
• Build and maintain professional relationships and networks with stakeholders across Government, Service NSW, partner agencies and Service NSW customers to resolve customer complaints in a productive and efficient manner

About you

• You have strong experience with complaints handling and an understanding of complaints processes, policies, and legislation
• You have the ability to coordinate key stakeholders to work collectively to address customer issues to deliver a positive solution
• You can deliver results promptly and proactively, resolving complex customer issues across a variety of Service NSW programs and services
• 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 have the ability to research, investigate and provide recommendations and solutions to reduce customer complaints across the network
• 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
• You have strong resilience and adaptability to manage high volumes and competing demands

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 $98941 base plus superannuation

Click Here to access the Role Description.

For enquiries relating to recruitment please contact Tiffany Martin via Tiffany.Martin@customerservice.nsw.gov.au.

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.

Closing Date: Friday 21 June 2024 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 want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via Tiffany.Martin@customerservice.nsw.gov.au or 02 9494 8351.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process