Dispute Resolution Officer Clerk Grade: 5/6 Annual Salary Range: $99,938 - $110,271 plus superannuation Employment Type: Ongoing, Full-time Location: Sydney CBD An exciting customer role waiting for you We are looking for caring, goal-oriented individual who is passionate about delivering exceptional customer service to join our Solutions Team at the Independent Review Office and help customers navigate inquiries and complaints about their workers' compensation and motor vehicle accident CTP insurers. As a Dispute Resolution Officer, you will be the first point of contact for customers via phone, email, and online channels. Your role will involve providing accurate, timely advice and assistance, ensuring customers feel heard and understand their rights and entitlements and that they are supported to fairly resolve questions and complaints about their insurers Reporting to the Assistant Manager Solutions, you will be part of a supportive, fast-paced team that thrives on collaboration and delivering outstanding results. This role offers on-the-job training and support to help your develop skills in interpreting legislation and applying it to real world situations to support timely resolutions for our customers. About You If you want to make a positive difference in the lives of people affected by workplace or motor vehicle injuries, this is a great opportunity to start your career in a friendly and supportive team. We are looking for a compassionate and solutions focussed communicator who enjoys solving problems and who understands that listening carefully and responding with respect is essential to providing great service. About the Role This role is based in Sydney CBD providing contact centre (phone, email and online) coverage to our service Monday to Friday across two shifts between 8:30 am to 5:00 pm (excluding public holidays). Access to flexible working arrangements is also available. Key Accountabilities The key accountabilities of a Dispute Resolution Officer include: Provide general advice about entitlements, obligations and changes to workers compensation and motor vehicle accident CTP compensation schemes to callers/injured persons. Provide initial support to injured persons to resolve complaints with their insurer. Assist injured persons with enquiries about compensation claims process and avenues for dispute resolution. Triage complex matters for referral to the Senior Dispute Resolution Officer. Prepare and triage complex matters for referral. Prepare and issue Notices of Complaint to insurers. Review responses from Insurers and make recommendations about whether the case should be closed, or whether further information or an investigation is required. Communicate outcomes to customers about complaints and enquiries Provide support to the Senior Dispute Resolution Officer in the conduct of formal investigations to ensure that investigations meet stated quality and time standards. About the IRO The Independent Review Office (IRO) is an independent agency that: provides an information and complaints service for people injured at work or in motor accidents that resolves inquiries and complaints about their insurers through our Solutions Team. administers the Independent Legal Assistance and Review Service (ILARS) which funds Approved Lawyers to provide legal advice and assistance to injured workers pursuing workers compensation entitlements. undertakes inquiries into matters in connection with the operation of the workers and motor accidents compensation legislation and Personal Injury Commission Act 2020. promotes improved complaints handling by insurers. Find out more about the IRO here What we need from you Click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages) outlining why you are interested in applying and how your skills and experience make you the right person for this role. A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities. 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 Meg Rapley via Meg.Rapley@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 14 January 2026 at 9:59am The application portal will be unavailable from 24/12/25 to 25/12/25 due to system maintenance. Applications during this period will not be received. Please apply prior to midnight 23/12/25 or from 26/12/25 until the closing date. 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 Meg.Rapley@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
