In-Demand senior complaint resolution Jobs in sydney, nsw

Senior Complaint Resolution Officer
Department of Customer Service —Sydney NSW
- $113,574 - $125,720 a year
- Full-time
- Customer service
- Writing skills
- Analysis skills
12d
Customer Resolutions & Compliance Specialist
FREEDOM Furniture —North Ryde NSW
- Full-time
- Hybrid work
- POS
- Communication skills
- Employee discount
Quick Apply
Senior Advisor - Industrial Relations & Workplace Standards
Legal Aid Commission, Office of the —Sydney NSW
- $129,464 - $142,665 a year
- Temporary
- Hybrid work
12d
Senior Advisor - Industrial Relations & Workplace Standards
NSW Department of Communities and Justice —Sydney NSW
- $129,464 - $142,665 a year
- Temporary
- Hybrid work
12d
Ranger
Lane Cove Council —Lane Cove NSW
- $1,310.54 - $1,416.80 a month
- Full-time
- Organisational skills
- Time management
- Wellness program
- Gym membership
Senior Project Officer
NSW Department of Communities and Justice —Parramatta NSW
- $129,464 - $142,665 a year
- Full-time
- Microsoft Excel
- Analysis skills
- Negotiation
- Employee assistance program
13d
Senior Customer Resolutions Specialist
AIA —Sydney NSW
- Full-time
- Hybrid work
- In-person
- Negotiation
- Health insurance
- Employee discount
2d
Engagement Manager
Capgemini —Sydney NSW
- Hybrid work
- PMP
- Communication skills
Senior Operations Specialist
AFCA —Sydney NSW
- Full-time
- Hybrid work
- AI
- Leadership
- Communication skills
Quick Apply
10d
Underwriting Quality & Technical Lead
iCare External —Sydney NSW
- From $149,739 a year
- Employee assistance program
- Gym membership
Underwriting Quality & Technical Lead
icare —Sydney NSW
- From $149,739 a year
- Full-time
- Employee assistance program
- Gym membership
4d
Senior Complaints Specialist - IDR/EDR
Stake —Sydney NSW
- Full-time
- Hybrid work
- Analysis skills
- Financial services
- Communication skills
- Parental leave
- Employee assistance program
Quick Apply
12d
Senior Delivery Lead, Values Stream
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Management
- Agile
- Financial services
Quick Apply
9d
Ombudsman, Banking & Finance (Small Business & Transactions)
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Private practice
- Analysis skills
- Communication skills
Quick Apply
10d
Associate Director | Head of Distribution Risk - Business Banking
Macquarie Group Limited —Sydney NSW
- Full-time
- Hybrid work
- Leadership
- Annual leave
- Work from home
Senior Specialist PC&G | HR Business Partner
Bridgestone Mining Solutions Australia —Sydney Olympic Park NSW
- Urgently hiring
- Employee discount
Senior Ombudsman, Banking and Finance (Small Business & Transactions)
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Financial services
- Leadership
- Communication skills
Quick Apply
5d
Village Manager
Keyton —Mona Vale NSW
- Full-time
- Microsoft Office
- First Aid Certification
- Computer skills
- Annual leave
4d
Program Lead, Governance and Enablement
AFCA —Sydney NSW
- Full-time
- Hybrid work
- Agile
- Financial services
Quick Apply
9d
Employee Relations Consultant
Cisco Systems —Sydney NSW
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
4d

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Senior Complaint Resolution Officer

Department of Customer Service -
Sydney NSW

Apply Now

Job Details

Full-time
$113,574 - $125,720 a year
12 days ago

Qualifications

Customer service
Writing skills
Analysis skills
Communication skills

Full Job Description

Department of Customer Service

Reference number

req51609

Occupation

Investigation, Human Resources and Recruitment, Legislation

Work type

Full-Time

Location

Sydney City

Salary Information

$113,574 - $125,720 base + super

Closing date

11 June 2026 at 10:00am

Senior Complaint Resolution Officer

(Clerk Grade 7/ — Level 2/Level 3

IRO Engagement and Resolution Team
Grade 7/8 - Salary Range $113,574 to $125,720 + super
Multiple roles available including Temporary (fixed-term) and Ongoing opportunities
Sydney CBD (hybrid). 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.

Senior Complaint Resolution Officer (Clerk Grade 7/ — Level 2/Level 3

Lead complex complaint outcomes. You’ll manage and resolve Level 2 and Level 3 complaints including complex and sensitive matters requiring investigation, delivering fair, evidence-based and defensible outcomes. You’ll plan and conduct investigations, write high quality findings, manage risk and contribute to continuous improvement across complaint handling practices.

Manage and resolve Level 2/Level 3 complaints, applying procedural fairness, natural justice and evidence-based decision-making.
Plan and conduct investigations: define scope, develop lines of inquiry, gather/analyse evidence, interview parties, and document findings.
Prepare high-quality outputs including investigation reports, decision letters, briefings and correspondence with clear reasons supported by evidence, legislation and policy.
Engage with complainants and stakeholders professionally, using negotiation/conciliation techniques where appropriate.
Identify and escalate risks (including vulnerable cohorts, high-risk or reputational matters) and emerging systemic issues.
Support team capability through peer review, mentoring, knowledge sharing and continuous improvement initiatives.

What you’ll bring: demonstrated experience in complaint handling, investigations, dispute resolution or complex case management (ideally in a government/regulatory or integrity environment), strong analysis and writing skills, and confidence operating in a highly scrutinised environment.

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.
Submit your application via the job listing, including your resume and a brief cover letter outlining your relevant experience and why you’re interested in the IRO.

Diversity, inclusion and accessibility

We welcome applications from people of all backgrounds and lived experiences. If you require an adjustment during the recruitment process, please let us know and we will work with you to support your participation.

Ready to make an impact? Apply now and help shape a service that is person-centred at first contact, effective in resolution, and rigorous in complex complaint handling.

Salary Grade 7/8, with the base salary for this role starting at $113574 base plus superannuation

For enquiries relating to recruitment please contact Tasha Bailey 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, valid for 18 months, may be created for this position and used to fill future vacancies.

Closing Date: 11/06/2026 [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 [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

senior complaint resolution jobs in sydney, nsw

Senior Complaint Resolution Officer

Customer Resolutions & Compliance Specialist

Senior Advisor - Industrial Relations & Workplace Standards

Senior Advisor - Industrial Relations & Workplace Standards

Ranger

Senior Project Officer

Senior Customer Resolutions Specialist

Engagement Manager

Senior Operations Specialist

Underwriting Quality & Technical Lead

Underwriting Quality & Technical Lead

Senior Complaints Specialist - IDR/EDR

Senior Delivery Lead, Values Stream

Ombudsman, Banking & Finance (Small Business & Transactions)

Associate Director | Head of Distribution Risk - Business Banking

Senior Specialist PC&G | HR Business Partner

Senior Ombudsman, Banking and Finance (Small Business & Transactions)

Village Manager

Program Lead, Governance and Enablement

Employee Relations Consultant

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