In-Demand complaint resolution officer Jobs in terrey hills, nsw

Complaint Resolution Officer
Department of Customer Service —Sydney NSW
- $99,938 - $110,271 a year
- Full-time
- Customer service
- Case management
- Communication skills
12d
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
Contact Centre and Triage Officer
Department of Customer Service —Sydney NSW
- $84,659 - $92,701 a year
- Full-time
- Customer service
- Communication skills
12d
Customer Service Officer / Customer Experience
Opal HealthCare —Sydney NSW
- From $6,300 a month
- Full-time
- Customer service
- Administrative experience
- In-person
- Profit sharing
- Health insurance
Quick Apply
Analyst/Associate, Customer Onboarding Operations Specialist, DBS Australia (Sydney)
DBS Bank —Sydney NSW
- Weekend availability
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Member Service Officer - Penrith
Teachers Mutual Bank —Sydney NSW
- Full-time
- Hybrid work
- Hospitality
- Customer service
- Data entry
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
Support Assistant
The Law Society of NSW —Sydney NSW
- Full-time
- Microsoft Office
- Administrative experience
- Organisational skills
Quick Apply
Member Services Officer - Sutherland
Teachers Mutual Bank —Sydney NSW
- Full-time
- Hybrid work
- Hospitality
- Customer service
- Data entry
Customer Relationship Officer
Harmony New Energy Auto Pro Servicing Pty Ltd —Haberfield NSW
- Full-time
- CRM software
- Customer service
- Senior Secondary Certificate of Education
- Opportunities for advancement
Quick Apply
Senior Manager, Legal and Compliance
ICC Sydney —Sydney NSW
- Hospitality
- Communication skills
- Negotiation

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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.
$99,938 - $110,271 a year
12d
Senior Complaint Resolution Officer
Department of Customer Service —Sydney NSW
Level 2 (Resolution): manage lower to moderate complexity complaints end-to-end, gather information, assess responses and drive resolution.
$113,574 - $125,720 a year
12d

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Complaint Resolution Officer

Department of Customer Service -
Sydney NSW

Apply Now

Job Details

Full-time
$99,938 - $110,271 a year
12 days ago

Qualifications

Customer service
Case management
Communication skills

Full Job Description

Department of Customer Service

Reference number

req51612

Occupation

Claims Processing, Human Resources and Recruitment, Call Centre Services

Work type

Full-Time

Location

Sydney City

Salary Information

99,938 - 110,271 + superannuation

Closing date

11 June 2026 at 10:00am

Complaint Resolution Officer

(Clerk Grade 5/ — Level 1/Level 2

IRO Engagement and Resolution Team
Grade 5/6 - Salary Range $99,938 to $110,271+ 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.

Complaint Resolution Officer (Clerk Grade 5/ — 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

1.Review the role description.
2.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 5/6, with the base salary for this role starting at $99938 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

complaint resolution officer jobs in terrey hills, nsw

Complaint Resolution Officer

Senior Complaint Resolution Officer

Contact Centre and Triage Officer

Customer Service Officer / Customer Experience

Analyst/Associate, Customer Onboarding Operations Specialist, DBS Australia (Sydney)

Member Service Officer - Penrith

Senior Advisor - Industrial Relations & Workplace Standards

Senior Advisor - Industrial Relations & Workplace Standards

Support Assistant

Member Services Officer - Sutherland

Customer Relationship Officer

Senior Manager, Legal and Compliance

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