Manager Dispute Services

1 month ago

Sydney, Australia NSW Department of Customer Service Full time

**Manager Dispute Services - NSW Fair Trading**

**Grade**: Clerk Grade 11/12
**Duration**: Ongoing
**Location**: Sydney

**About the Team**
Do you want to make a difference in NSW's rental market? Join the Office of the Rental Commissioner at NSW Fair Trading. We are hiring a Manager Dispute Services to lead and manage case management of complex tenancy matters to support our network of stakeholders and customers. This role leads a specialist team to support core business of NSW Fair Trading to provide high quality tenancy advice and dispute resolution services.

**Your Responsibilities**:

- Lead and manage a team to deliver comprehensive case management and dispute resolution services in line with legislative and procedural requirements, to meet performance targets and organizational objectives.
- Provide direction and leadership to develop a supportive culture and collaborative team environment and build internal expertise and capability to ensure delivery of high-quality dispute resolution services for all complex rental disputes.
- Provide expert technical advice on complex and sensitive case management practice and procedure issues to build capability within the teams to ensure optimal service delivery
- Develop and maintain effective working relationships with member and non-member decision makers delegates and other stakeholders to deliver solutions that meet regulatory requirements
- Monitor the delivery of services, including identifying and resolving challenging issues, to ensure on time and quality registry and case management outcomes
- Lead the development, implementation and assessment of continuous improvement initiatives including improvements to registry, case management and end-to-end dispute resolution processes to ensure a high standard of quality and efficiency service is maintained
Provide specialist advice on programs, initiatives and opportunities for service improvement, enhanced customer experience to support change and business improvement
- Identify, evaluate and report on business operational performance issues and risks to formulate plans and strategies to ensure effective use of resources and deliver improved outcomes and services

**About You**
- Current and extensive technical knowledge of case management practice and procedure in a dispute resolution environment.
- Extensive experience in delivering sustainable improvements in processes, procedures, and systems in a high-volume case management environment.
- Excellent communication and interpersonal skills, with the ability to interact effectively with a diverse range of stakeholders.
- Strong analytical and problem-solving skills, with the ability to make sound decisions based on inspection findings.
- High level of attention to detail and accuracy in documentation and reporting.

**Essential requirements**
- Strong knowledge of rental law and regulations in New South Wales.
- Tertiary qualifications and/or relevant industry experience.
- Satisfactory criminal records check

**Desirable**
- ** **Experience in tenancy law, property management and advice services.

**How to Apply**:
Attach an up-to-date resume (max 5 pages) and a brief cover letter outlining how your skills and experience align to the role.

Salary Grade 11/12, with the base salary for this role starting at $139787 base plus superannuation

**Closing Date: Monday, 25th November 2024 by 10:59am**

**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.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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