In-Demand & peer support occupations Jobs in New South Wales

Complaint Resolution Officer
Department of Customer Service —Sydney NSW
- $102,936 - $113,579 a year
- Full-time
- Customer service
- Case management
- In-person
6d
Research Officer (Health Manager Lvl 1) - SWSLHD Safeguards/ICAMHS - Perm/Temp PT
South Western Sydney Local Health District —Sydney Western Suburbs NSW
- $46.05 - $61.27 an hour
- Part-time
- Research
- Experience working with children
- Communication skills
- Annual leave
- Parental leave
Counsellor - Community Outpatients – Drug Health Service, St Vincent’s Public Hospital, Sydney
St Vincent's Hospital Network —Sydney NSW
- $79,419 - $113,301 a year
- Part-time
- Microsoft Office
- Discharge planning
- Computer skills
9d
Mental Health Clinician, NENW MHS - Acute Care Team
Hunter New England Local Health District —Tamworth NSW
- $40.05 - $61.76 an hour
- Full-time
- Bachelor's degree
- Social Work
- Annual leave
- Parental leave
1d
School Counsellor - Great Lakes College Forster Campus
Teaching Service —New South Wales
- $101,122 - $160,983 a year
- Part-time
- University
- Experience working with children
Elder in Residence - Aboriginal Specialist Wellbeing Service - Kempsey District Hospital - Male Identified
Mid North Coast Local Health District —Port Macquarie NSW
- $49.18 - $51.01 an hour
- Part-time
13d
Teacher Human Society and its Environment - Wentworth Point High School
Teaching Service —Sydney NSW
- $90,177 - $137,861 a year
- Communication skills
- Teaching
1d
Allied Health Assistant Casual Pool
Hunter New England Local Health District —New South Wales
- $33.13 an hour
- Part-time
- Casual pool
- Annual leave
- Parental leave
8d
MLHD - Visiting Medical Officer - Inpatient and Community Adult Psychiatrist (Apply via eCredential)
Murrumbidgee Local Health District —Riverina NSW
- Contract
- Hospital experience
- Employee assistance program
Neuropsychologist - Forensic Mental Health
Western Sydney Local Health District —Sydney NSW
- $59.59 - $72.63 an hour
- Part-time
- Doctoral degree
- Master's degree
- Communication skills
1d
Staff Specialist in Diagnostic Radiology - Hunter New England Imaging Service
Hunter New England Local Health District —Newcastle NSW
- $148,187 - $182,867 a year
- Full-time
- Annual leave
- Employee assistance program
Visiting Medical Officer in General Practice - Glen Innes District Hospital
Hunter New England Local Health District —Tamworth NSW
- On call
- Leadership
- Communication skills
Senior Underwriter - Property
Gallagher —Sydney NSW
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Employee stock purchase plan
- Health insurance
Senior Sexual Assault Counsellor
Nepean Blue Mountains Local Health District —Sydney NSW
- $83,670 - $125,507 a year
- Full-time
- Education
- Case management
- Psychology
- Employee assistance program
Visiting Medical Officer in Anaesthesia - Tamworth
Hunter New England Local Health District —Tamworth NSW
- On call
- Leadership
- Communication skills
- Hospital experience
- Relocation assistance
Visiting Medical Officer - FACEM - Bowral & District Hospital (Apply via eCredential)
South Western Sydney Local Health District —Southern Highlands NSW
- Part-time
- Hospital experience
- Annual leave
- Parental leave
2d
Sexual Assault Counsellor (Aboriginal Female Identified)
Nepean Blue Mountains Local Health District —Sydney NSW
- $79,419 - $134,775 a year
- Full-time
- Doctoral degree
- Master's degree
- Education
- Employee assistance program
Whole Family Team Clinician
Hunter New England Local Health District —Port Macquarie NSW
- $118,162 - $144,021 a year
- Part-time
- Nursing
- Bachelor's degree
- Social Work
- Annual leave
- Parental leave
9d
Visiting Medical Officer in General Practice - Armidale Rural Referral Hospital
Hunter New England Local Health District —Tamworth NSW
- Leadership
- Communication skills
Senior Clinical Psychologist - Greater Newcastle Mental Health Service
Hunter New England Local Health District —Newcastle NSW
- $75.89 - $80.24 an hour
- Part-time
- Clinic
- Leadership
- Communication skills
- Annual leave
- Parental leave
9d

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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
6 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

& peer support occupations jobs in new south wales

Complaint Resolution Officer

Research Officer (Health Manager Lvl 1) - SWSLHD Safeguards/ICAMHS - Perm/Temp PT

Counsellor - Community Outpatients – Drug Health Service, St Vincent’s Public Hospital, Sydney

Mental Health Clinician, NENW MHS - Acute Care Team

School Counsellor - Great Lakes College Forster Campus

Elder in Residence - Aboriginal Specialist Wellbeing Service - Kempsey District Hospital - Male Identified

Teacher Human Society and its Environment - Wentworth Point High School

Allied Health Assistant Casual Pool

MLHD - Visiting Medical Officer - Inpatient and Community Adult Psychiatrist (Apply via eCredential)

Neuropsychologist - Forensic Mental Health

Staff Specialist in Diagnostic Radiology - Hunter New England Imaging Service

Visiting Medical Officer in General Practice - Glen Innes District Hospital

Senior Underwriter - Property

Senior Sexual Assault Counsellor

Visiting Medical Officer in Anaesthesia - Tamworth

Visiting Medical Officer - FACEM - Bowral & District Hospital (Apply via eCredential)

Sexual Assault Counsellor (Aboriginal Female Identified)

Whole Family Team Clinician

Visiting Medical Officer in General Practice - Armidale Rural Referral Hospital

Senior Clinical Psychologist - Greater Newcastle Mental Health Service

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