Engagement and Complaints Officer – Fair Trading - Customer Care, Intake and Triage team Grade: Clerk Grade 5/6 Salary range: $99,938 – $110,271 superannuation and leave loading Duration: Temporary Employment Opportunity up to Dec 2025 Location: Parramatta, Gosford, Newcastle or suitable regional location, subject to office capacity. Office attendance required 2 –3 days per week. About the team An exciting opportunity has become available for an Engagement and Complaints Officer to become part of a newly created team within Issues Resolution. The establishment of the Customer Care, Intake and Triage team is designed to deliver on our key strategic priorities and will play in integral role in delivering clear and customer-centric services. Your day-to-day We are looking for an Engagement and Complaints Officer to work in the NSW Fair Trading - Issues Resolution team, NSW Fair Trading Operations Division. 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. You will need expertise in complaint handling in a high paced environment and an ability to become a subject matter expert who can mentor others as well as contribute to the development of policies and procedures. You must have strong conflict resolution skills, be able to successfully manage customer expectations and use technology efficiently. To be successful in this role you will demonstrate: Experience working in a customer centric service environment. Experience with complex complaint handling and dispute resolution within a high-volume regulatory service environment. The ability to provide consistent, high-quality service delivery. The ability to interpret complex legislation as a subject matter expert in a regulatory scheme. Understanding of Microsoft applications and the ability to adapt to different work systems. Ability to work collaboratively in a team including coach and mentor staff within the team. Prepare well written, clear and concise correspondence. Sound judgement, strong communication skills, analytical thinking and problem solving. Possess excellent time management skills and have the ability to successfully balance competing priorities and ability to work independently. The drive for continuous improvement and business efficiencies in everyday work What we need from you Please submit your resume of no more than 5 pages, including a cover letter of no more than 2 pages, sharing your motivation for applying for the position and demonstrating your capability and relevant skills. Salary Grade 5/6, with the base salary for this role starting at $99,938 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: Wednesday 20th 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
