Engagement & Complaints Representative Clerk Grade: 3/4 Salary Range: $84,659 - $92,701 Super Location: Hybrid working model with office attendance required 2 days per week at any DCS office location Term: Full-time, Temporary role up until 30th June 2026, with the possibility of extension About the team Building Commission NSW is the state’s building regulator, committed to lifting standards and restoring trust in the construction industry. We oversee residential building work, enforce compliance, and apply legislation to ensure safety, quality, and accountability. Our work includes licensing, audits, inspections, and proactive regulation to protect homeowners and improve industry practices. We also lead initiatives to resolve serious building defects and support reforms that create a fairer, more transparent market. The Complaints Team plays a vital role in helping consumers and businesses resolve building-related disputes. We manage complaints about incomplete or defective work, damage caused by building activities, and issues with specialist trades. Our focus is on delivering fair, timely, and customer-focused dispute resolution services in line with legislation such as the Home Building Act and associated regulations. The team works collaboratively to assess complaints, mediate outcomes, and escalate complex matters when necessary, ensuring homeowners receive the quality and protection they deserve Your day-to-day: Deliver high-quality end-to-end dispute resolution and information services for consumers and businesses. Respond to customer queries, apply legislation, and resolve disputes in line with organisational policies. Administer correspondence and maintain accurate records to ensure timely service delivery. Collaborate with your team, both physically and virtually, to share knowledge and improve processes. Use technology and databases extensively to manage cases and support efficient workflows. Identify risks, issues, or trends and escalate them appropriately to mitigate harm. Contribute to continuous improvement initiatives and knowledge base development within the team. To be successful in this role you will demonstrate: Strong communication skills to clearly explain information and actively listen to customer needs. Ability to interpret and apply legislation and guidelines accurately. Willingness to engage with the community and present on subject matter knowledge. Customer-focused mindset with a commitment to delivering positive outcomes. Collaborative approach to working with team members and stakeholders. Sound problem-solving and analytical skills to resolve issues effectively. Proficiency in using technology and databases to support service delivery. Demonstrated accountability and ability to work autonomously while meeting deadlines. Preferrable skills A solid understanding of the Home Building Act, Residential Apartment Building Act, Design and Building Practitioner Act, Building and Development Certifiers Act, and associated regulations. What we need from you: An up-to-date CV (no more than 5 pages) and a brief cover letter (2 page maximum) outlining how your skills and experience are aligned to the role. Salary Grade 03/04, 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 Vanessa Stanghieri via vanessa.stanghieri@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: Tuesday 3rd March 2026 [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 vanessa.stanghieri@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
