This is a Advisor, Issues & Complaints Resolution role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - mid level More about the Advisor, Issues & Complaints Resolution role at NSW Department of Customer Service Advisor, Issues & Complaints Resolution Join SafeWork NSW and help strengthen transparency and trust in workplace safety regulation Clerk Grade 7/8 with a salary range of $113,574- $125,720 plus super Ongoing/Permanent role based in Parramatta or Gosford NSW About us SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities. SafeWork NSW has recently transformed to become a modern, strong, and independent Work Health and Safety Regulator. We are looking for an Advisor to join the Issues and Complaints Resolution team and be part of the future of SafeWork NSW. About the role: The Advisor, Issues & Complaints Resolution provides regulatory advice, assurance, and support services in the management and resolution of complaints for SafeWork NSW. This role strengthens transparency, accountability, and trust by ensuring complaints are addressed in line with statutory obligations, SafeWork NSW policies, and oversight expectations of NSW integrity agencies. Key Responsibilities: Actively manage and resolve complaints, delivering high-quality regulatory advice and support to customers, workers, duty holders, and stakeholders to ensure fair and effective resolution practices that build trust in the regulator. Provide subject matter expertise on complaints management and regulatory integrity to internal teams and external stakeholders, supporting SafeWork NSW's business outcomes and statutory priorities. Ensure accurate capture, triage, and handling of complaints and correspondence, applying authorised procedures to meet timeframes, escalate risks, and maintain compliance with statutory and integrity requirements. Analyse and report on complaint trends and insights to promote a culture where complaints drive improvements in regulatory practice, service delivery, and harm prevention. Undertake research and develop recommendations to strengthen SafeWork NSW's complaints framework, support evidence-based decision-making, and align with best practice standards. Monitor and report on feedback and emerging risks, maintaining awareness of policy developments and industry trends to enable proactive improvements and continuous learning. To learn more about the role, please click here to download the role description. About You: To be successful in this role, you will: Possess outstanding organisational and time management skills. Thrive in a busy work environment with strong critical thinking skills. Pride yourself on attention to detail and the ability to meet deadlines. Have experience applying and interpreting legislation. Demonstrate strong written communication skills and confident decision-making capability. Have an awareness of trauma informed practice in complaint management. How to apply: Click 'Apply Online' to access our application portal and submit your application. Your application should include a cover letter and resume outlining your capabilities and experience relevant to the role. Application closing date: Thursday 18 December 2025 (9:59AM) For enquiries relating to the recruitment process, please contact Sharlene Fouzder at sharlene.fouzder@safework.nsw.gov.au 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 Sharlene Fouzder at sharlene.fouzder@safework.nsw.gov.au For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process A talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing complaints Providing expertise Analyzing trends Key Strengths ️ Organisational skills Critical thinking ✍️ Written communication Legislation interpretation Trauma-informed practice Why NSW Department of Customer Service is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
