Engagement & Complaints Representative - Fair Trading, Consumer Issues Resolution Teams. Grade: Clerk Grade 3/4 Salary range: $84,659- $92,701 Super Duration: Multiple temporary roles up to 10 months Location: Parramatta or suitable regional location within NSW, subject to office capacity. Office attendance required 2 –3 days per week. About the role: We are looking for Engagement and Complaints Representatives to work in our NSW Fair Trading, Consumer Issues Resolution Teams. This is an exciting opportunity to manage complex complaints within a regulatory focussed environment, assisting consumers and traders understand their rights and responsibilities under legislation administered by NSW Fair Trading. The Consumer Issues Resolution Team work in resolving consumer marketplace issues through effective dispute resolution. You will work in resolving issues between parties that involve goods and services covered under Australian Consumer Law and other legislation administered by NSW Fair Trading. This role is responsible for: Complaint handling within a high-volume regulatory service environment Improving trader conduct and applying the revised escalation model in identifying breaches and conduct issues. The provision of consistent, high quality service delivery Responding to a variety of correspondence requests to assist in resolving complaints To be successful in this role you will have: Demonstrated experience in dispute handling and customer service, including dealing with a variety of customers in a high-volume, customer-focused environment. Demonstrated ability in managing customer expectations and interpreting and developing knowledge of Fair Trading legislation, Strong conflict resolution and negotiation skills, along with sound judgement The ability to think analytically and problem-solve The ability to communicate effectively at all levels including writing fluently in plain English and having clear regulatory discussions with stakeholders The ability to work collaboratively in a team What we need from you: To start your journey towards becoming an Engagement & Complaints Representative please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages). In your cover letter please share your motivation for applying for this position and your relevant skills in line with the role. Salary Grade 3/4, with the base salary for this role starting at $84,659 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Gabriella Schulzer via gabriella.schulzer@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: Monday 4th August 2025 [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 have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact gabriella.schulzer@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
