In-Demand Complaint resolution Jobs in Mascot, Nsw

Complaint Resolution Officer
Department of Customer Service —Sydney NSW
- $102,936 - $113,579 a year
- Full-time
- Customer service
- Case management
- In-person
2d
Contact Centre and Triage Officer
Department of Customer Service —Sydney NSW
- $87,199 - $95,482 a year
- Full-time
- Customer service
- In-person
- Communication skills
11d
Student Administration Officer Complaints
TAFE NSW —South Sydney NSW
- $97,771 - $105,290 a year
- Full-time
6d
Senior Client Service & Escalations Manager
Cushman & Wakefield —Sydney NSW
- Full-time
- Construction experience
- Leadership
- Communication skills
Quick Apply
11d
Dispute Resolution Specialist - General Insurance
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Microsoft Office
- Organisational skills
- SharePoint
- Pet insurance
Quick Apply
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
6d
SVP Client Delivery & Regional Lead APAC
Accommodations Plus International —Mascot NSW
- Full-time
- Bilingual
- Sales
- Marketing
Quick Apply
Client Contact Consultant, E-Commerce
Hermès Paris —Sydney NSW
- Full-time
- Sales
- Customer service
- Organisational skills
Senior Dispute Resolution Specialist - Investments and Advice (24 month contract)
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Organisational skills
- Financial services
- Communication skills
Quick Apply
HR/Payroll Guided Implementations Consultant (AU) - Remote
Employment Hero —Sydney NSW
- Full-time
- Remote
- AI
- Time management
- Parental leave
Quick Apply
Compliance Officer - 12 Month FTC
moomoo —Sydney NSW
- Full-time
- Analysis skills
- Bachelor's degree
- Financial services
- Health insurance
- Gym membership
Quick Apply
Customer Success Specialist
Standards Australia —Sydney NSW
- Full-time
- CRM software
- Management
- Microsoft Office
Quick Apply
9d
Customer Resolution Specialist
Nixil —North Sydney NSW
- Full-time
- Management
- Microsoft Office
- Case management
Customer Resolution Consultant
Angle Auto Finance —Sydney NSW
- Full-time
- Financial services
- Parental leave
5d
Trainer and Assessor - Early Childhood Education and Care (Evening Shift)
Wellington Education Group —Sydney NSW
- $45 - $60 an hour
- Evening shift
- Management
- Marketing
- Business Administration
Quick Apply
10d
Travel Agency Manager
Happy Travels —Sydney NSW
- $79,500 - $99,500 a year
- Full-time
- Recruiting
- In-person
- Leadership
- Employee discount
- Opportunities for advancement
Quick Apply
13d
Ombudsman, Superannuation
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Communication skills
Quick Apply
5d
Recreational Duty Supervisor - Casual
Bayside City Council —Bexley NSW
- From $41.20 an hour
- Weekend availability
- Customer service
- Supervising experience
- First Aid Certification
4d
Customer Service Manager
Fast Facilities Services —Manly Vale NSW
- $70,000 - $90,000 a year
- Urgently hiring
- CRM software
- Management
- Customer service
Quick Apply
12d
Ombudsman, Banking and Finance (Small Business & Transactions)
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Private practice
- Analysis skills
- Communication skills
Quick Apply

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Complaint Resolution Officer

Department of Customer Service -
Sydney NSW

Apply Now

Job Details

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

Qualifications

Customer service
Case management
Communication skills

Full Job Description

Department of Customer Service

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

For enquiries relating to recruitment please contact Meg Rapley via [email protected].

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

Apply Now

Refine Your Search

complaint resolution jobs in mascot, nsw

Complaint Resolution Officer

Contact Centre and Triage Officer

Student Administration Officer Complaints

Senior Client Service & Escalations Manager

Dispute Resolution Specialist - General Insurance

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

SVP Client Delivery & Regional Lead APAC

Client Contact Consultant, E-Commerce

Senior Dispute Resolution Specialist - Investments and Advice (24 month contract)

HR/Payroll Guided Implementations Consultant (AU) - Remote

Compliance Officer - 12 Month FTC

Customer Success Specialist

Customer Resolution Specialist

Customer Resolution Consultant

Trainer and Assessor - Early Childhood Education and Care (Evening Shift)

Travel Agency Manager

Ombudsman, Superannuation

Recreational Duty Supervisor - Casual

Customer Service Manager

Ombudsman, Banking and Finance (Small Business & Transactions)

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