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Customer Resolution Representative

Department of Customer Service -
Sydney NSW

Apply Now

Job Details

Full-time
$84,659 - $92,701 a year
1 day ago

Qualifications

Customer service
Case management
Communication skills
Negotiation

Full Job Description

Department of Customer Service

Reference number

req51104

Occupation

Administration and Clerical

Work type

Full-Time

Location

Sydney - Greater West

Salary Information

$84,659 - $92,701 + Super

Closing date

24 June 2026 at 10:00am

Customer Resolution Representative

Clerk Grade: 3/4
Salary: Clerk Grade 3/4, base salary $84,659 – $92,701 per annum plus superannuation
Employment Type: Ongoing, Full-time (x1 position Rental / x2 positions Strata & Property Services)
Location: Hybrid work arrangements. Roles may be based in Sydney CBD (McKell Building – Rental), Parramatta, Gosford or other regional locations. Office attendance required 2–3 days per week.

An exciting opportunity has arisen within NSW Fair Trading, across various branches (Rental and Strata & Property) for a Customer Resolution Representative.

We’re seeking a customer-focused professional who can deliver fair, transparent and timely outcomes for consumers and businesses. You will provide high-quality resolution services that support safe and informed marketplaces, while maintaining empathy, accuracy, and professionalism in all interactions.

Be Part of the Future of Fair Trading
NSW Fair Trading is working to ensure safe marketplaces for goods, services and homes in NSW.

At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive.
We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve.
This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW.

About the Teams
These roles sit within NSW Fair Trading, across various branches, such as Rental and the Strata & Property Service.

Rental Branch, Customer Resolution Team.
For Rental Branch, the role is part of the Customer Resolution Team which sits within the Compliance and Resolution Directorate. The team provides information on rental laws, delivers dispute resolution and mediation services, where needed, and uses insights to improve the rental system. The team works collaboratively to resolve complaints fairly and consistently, while supporting the early identification of poor conduct to promote fair outcomes across the rental sector.

Strata & Property Services, Customer Resolution Team.
For the Strata & Property Branch, the role is part of the Customer Resolution Team. The team works collaboratively to resolve complex property related complaints and enquiries in a fair and consistent manner, with a focus on identifying poor conduct by businesses. As the regulator of the strata and property sectors in NSW the team supports the implementation of a number of regulatory priorities including underquoting and misrepresentation by selling agents.

If you’re someone who:

Thinks deeply about the needs of people and communities
Is motivated by great outcomes, not just processes, and
Wants to be part of an organisation that’s transforming how regulation works —
…then there’s a place for you in our future.

Join us as we build a Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value.

About the Role
NSW Fair Trading is looking for driven and passionate people who want to make a difference for the people of NSW.

What You’ll Do

Deliver responsive customer-centric resolution services that align with legislative and organisational requirements.
Manage customer interactions and correspondence with professionalism and empathy.
Apply relevant legislation and procedures to assess and resolve customer complaints.
Collaborate across teams to ensure consistent and high-quality dispute resolution outcomes.
Maintain accurate case records and support continuous improvement in service delivery.
Use technology and digital tools confidently to manage cases, maintain accurate records, and monitor workflows to meet service standards.
Identify trends and contribute to the enhancement of complaint handling practices and continuous improvement initiatives.

To Be Successful in This Role You Will Have

Strong interpersonal, negotiation and communication skills with a customer-first mindset.
Demonstrated experience in dispute resolution and case management.
Proven ability to manage multiple priorities while maintaining quality outcomes.
Sound understanding of customer resolution and dispute handling principles.
Ability to interpret and apply legislation and policy frameworks.
Demonstrated teamwork and adaptability in a fast-paced environment.
Commitment to fairness, professionalism and customer service excellence.

Essential Criteria

Demonstrated experience delivering customer-focused resolution services.
Strong communication, stakeholder engagement and problem-solving skills.
Proven ability to apply legislation and policy to achieve fair outcomes.
Proven ability to analyse complex issues and recommend appropriate solutions.
Commitment to quality, timeliness, and continuous improvement in customer service.

When Applying
Provide a cover letter (maximum 2 pages) and resume (maximum 5 pages) that outline your experience and how you meet the role’s key capabilities.

Salary Grade 3/4, with the base salary for this role starting at $84659 base plus superannuation

For enquiries relating to recruitment please contact Judy Torres 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.

Closing Date: Wednesday, 24 June 2026 (at 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 [email protected] 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

Apply Now

Refine Your Search

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