Associate Customer Resolution Officer

Associate Customer Resolution Officer

• $84,734 - $96,835 plus super
• Ongoing role – Multiple roles available
• Location – Roles can be based in McKell, Paramatta or Gosford. Hybrid and flexible working conditions available
• SNSW Grade 5/6

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 Associate Customer Resolution Officer is responsible for the management of simple and standard customer complaints, ensuring a superior end to end customer experience across multiple channels.

Your day to day

• Resolve simple and standard customer complaints, ensuring a timely and effective resolution and contributing to a positive customer experience
  
• Identifying and escalating complex complaints according to procedures in a timely manner to ensure effective resolutions
• Building collaborative relationships with all stakeholders to ensure effective complaints resolution
• Maintain up-to-date knowledge of current processes and guidelines, and comply with privacy and legislative obligations, to support effective and timely customer support
• Identify and recommend opportunities for enhancements to improve the efficiency of complaints resolutions and improve the customer experience

About you

• Experience with complaints handling and an understanding of complaints processes, policies and legislation is desirable
• You are able to engage key stakeholders to work collectively to address customer issues to deliver a positive solution
• You can deliver results promptly and proactively resolving simple or standard customer issues across a variety of Service NSW programs and services
• You can communicate effectively with a variety of audiences, including the ability to write clear and concise outcome correspondence to customers
• You are resilient, with the ability to adapt to changing priorities and to manage high volumes of cases 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 5/6, with the base salary for this role starting at $84734 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