In-Demand Complaint resolution officer Jobs in Sydney Nsw

Complaint Resolution Officer
Department of Customer Service —Sydney NSW
- $102,936 - $113,579 a year
- Full-time
- Customer service
- Case management
- In-person
8d
Resolution and Investigation Officer - Clerk Grade 5/6 - OLSC
NSW Department of Communities and Justice —Sydney NSW
- $102,936 - $113,579 a year
- Full-time
- Communication skills
- Employee assistance program
11d
Senior Communications Project Officer
Department of Customer Service —Sydney NSW
- $133,348 - $146,945 a year
- Full-time
- Writing skills
- No degree
- Editing
1d
Investigation and Conciliation Officer - Clerk 7/8 - Anti-Discrimination NSW
NSW Department of Communities and Justice —Parramatta NSW
- $116,981 - $129,492 a year
- Full-time
- Employee assistance program
7d
Compliance Officer - 12 Month FTC
moomoo —Sydney NSW
- Full-time
- Analysis skills
- Bachelor's degree
- Financial services
- Health insurance
- Gym membership
Quick Apply
Customer and Operations Center Officer
Yunex Traffic —Rydalmere NSW
- 12 hour shift
- Microsoft Office
- Organisational skills
- Communication skills
21h
Student Administration Officer Complaints
TAFE NSW —South Sydney NSW
- $97,771 - $105,290 a year
- Full-time
12d
Risk & Compliance Officer
Bridgit —Sydney NSW
- Remote
- Analysis skills
- Financial services
- Communication skills
- Annual leave
Collections Officer
Bridgit —Sydney NSW
- Remote
- Annual leave
7d
Call Centre Officer
CanTeen AU —Sydney NSW
- $68,700 a year
- Full-time
- Hybrid work
- Customer service
- Salesforce
- Microsoft Office
- Annual leave
Customer Relationship Officer
Harmony New Energy Auto Pro Servicing Pty Ltd —Homebush NSW
- Full-time
- CRM software
- Customer service
- Senior Secondary Certificate of Education
- Opportunities for advancement
Quick Apply
Customer Service Officer - Spare Parts
BEUMER Group —Belrose NSW
- Urgently hiring
- Hybrid work
- Customer service
- ERP systems
- Administrative experience
Quick Apply
SVP Client Delivery & Regional Lead APAC
Accommodations Plus International —Mascot NSW
- Full-time
- Bilingual
- Sales
- Marketing
Quick Apply
Technology Governance & Risk Lead
AFCA —Sydney NSW
- Full-time
- Hybrid work
- No degree
- Communication skills
Quick Apply
1d
Systems Engineer (IFS Cloud)
InfoConsulting —Sydney NSW
- Remote
- Computer science
- Azure
- Oracle

Other jobs to consider

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Complaint Resolution Officer
Department of Customer Service —Sydney NSW
You’ll deliver quality frontline complaint handling and support end-to-end resolution activities across our Level 1/Level 2 service.
$102,936 - $113,579 a year
8d
Complaint Resolution Specialist
CMC Markets —Sydney NSW
Supporting complaint governance and regulatory reporting activities. Managing complaints escalated to AFCA and other external dispute resolution schemes.

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complaint resolution officer jobs near sydney nsw

Complaint Resolution Officer

Department of Customer Service -
Sydney NSW

Apply Now

Job Details

Full-time
$102,936 - $113,579 a year
8 days ago

Qualifications

Customer service
Case management
Communication skills

Full Job Description

Reference number

req53807

Occupation

Call Centre Services

Work type

Full-Time

Location

Sydney City

Salary Information

$102,936 - $113,579 base + super

Closing date

11 September 2026 at 10:00am

Complaint Resolution Officer
Independent Review Office
Clerk Grade: 5/6
Employment Type: x3 ongoing roles

Please note that the role will be on site for 4 weeks for an initial training period. After which you'll be office-based at least 5 days per fortnight for full-time roles (pro-rata for part-time), with the remaining days worked flexibly as agreed.

Join the Independent Review Office (IRO) in our new Engagement and Resolution Team

We’re growing our service delivery capability and looking for customer-focused people to join the IRO. These new roles sit across our tiered operating model from first contact triage through to complex complaint investigation, helping people navigate statutory compensation schemes and supporting fair, timely and evidence-based outcomes.

Our tiered service delivery model

Level 1 (First contact): respond to enquiries, complete intake and triage, and guide people to the right pathway.
Level 2 (Resolution): manage lower to moderate complexity complaints end-to-end, gather information, assess responses and drive resolution.
Level 3 (Complex complaints & investigations): handle complex, sensitive and high-risk matters requiring investigation, evidence analysis and defensible outcomes.

Complaint Resolution Officer - Level 1/Level 2

Help people get to resolution. You’ll deliver quality frontline complaint handling and support end-to-end resolution activities across our Level 1/Level 2 service. Working in a structured complaints framework, you’ll assess matters, gather information, analyse responses and communicate outcomes balancing empathy with accuracy, timeliness and procedural fairness.

Manage lower to moderate complexity complaints to resolution, following SOPs, scripts and complaints management tools.
Obtain and record information and documentation from complainants, insurers and stakeholders; maintain accurate, secure records.
Provide advice about entitlements, obligations and complaints/dispute resolution processes, and explain next steps in plain English.
Prepare and issue notices to obtain information; review and assess insurer responses and make recommendations.
Triage more complex matters for referral and support the conduct of complaints and investigations to meet quality and time standards.
Identify issues requiring escalation and contribute to team knowledge and continuous improvement.

What you’ll bring: experience in customer service/case management support or complaints handling, strong written communication, sound judgement, and resilience when supporting distressed or dissatisfied clients.

Why join the IRO?

Meaningful work that supports fairness, transparency and accountability in a values-based environment
Exposure to diverse matters, from first contact problem-solving through to complex investigations.
A supportive team environment with coaching, peer learning and continuous improvement.

Flexible ways of working (as agreed) and access to NSW Government benefits.

Essential requirements & screening

While the role description outlines specific essential requirements, all roles require strong customer service and communication skills, the ability to work with sensitive information, and a commitment to procedural fairness. A satisfactory criminal records check applies. Appointment and ongoing assignment may also be subject to mandatory pre-employment and ongoing probity screening in accordance with relevant legislation and policies (requirements may vary by role).

How to apply:

Review the role description and apply by submitting an up-to-date resume and a brief cover letter outlining your relevant experience and why you’re interested in the IRO.

Please note candidates invited to interview will be required to complete additional assessments.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Salary Grade 5/6, with the base salary for this role starting at $102936 base plus superannuation

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.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: 11 September 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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [email protected].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

Application contact details

If you have questions or would like to learn more about this role, please reach out to the contact below:

Contact

Meg Rapley

Contact email

[email protected]

Application close date

11 September 2026 at 10:00am

Apply Now

Refine Your Search

complaint resolution officer jobs in sydney nsw

Complaint Resolution Officer

Resolution and Investigation Officer - Clerk Grade 5/6 - OLSC

Senior Communications Project Officer

Investigation and Conciliation Officer - Clerk 7/8 - Anti-Discrimination NSW

Compliance Officer - 12 Month FTC

Customer and Operations Center Officer

Student Administration Officer Complaints

Risk & Compliance Officer

Collections Officer

Call Centre Officer

Customer Relationship Officer

Customer Service Officer - Spare Parts

SVP Client Delivery & Regional Lead APAC

Technology Governance & Risk Lead

Systems Engineer (IFS Cloud)

Other jobs to consider

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