Associate Mediation Officer

3 weeks ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**Associate Mediation Officer**

**NSW Small Business Commission**
- **Grade**: Clerk Grade 5/6
- **Salary range**: $89,707 - $98,982 + superannuation and leave loading
- **Duration**: 12month Employment Opportunity
- **Applications Close**:Wednesday, 1 March 2023 (at 9.59am)
- **Location**: Parramatta, 4 Parramatta Square (12 Darcy Street)

**About the Opportunity**
- Join a highly collaborative, flexible, and supportive team._

Opportunity to join the Mediation Team within the NSW Small Business Commission to support the delivery of alternative dispute resolution services to business customers and property professionals. This position will support and empower customers with competing interests to resolve issues and disputes utilising nationally accredited frameworks and standards of principled negotiation to ensure achievement of service delivery outcomes.

**About the Team**

The Mediation Services team is responsible for providing mediation using the National Mediator Accreditation System standards for retail and commercial lease disputes, and other business-to-business civil matters. The team contributes to the efficient delivery of civil justice in NSW to businesses and their stakeholders to support a better business environment.

**About Us**

The NSW Small Business Commission is an independent statutory office of the NSW Government and includes a neutral and impartial dispute resolution service.

We also provide strategic advice and advocacy to small businesses across NSW. Our role includes:

- encouraging government agencies and larger businesses to enter productive working relationships with small businesses
- facilitating and encouraging the fair treatment of small businesses
- promoting a better operating environment in which small businesses can flourish.

As a key advocate for small businesses across NSW the Commission aims to ensure small business needs are front-of-mind for NSW Government decisions, support, and assistance. The Commission also plays an important role in connecting small businesses, councils and industry groups to vital information and support services.

The Small Business Commission has recently joined the Department of Customer Service.

DCS is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to create better outcomes for the people of NSW.

**Your responsibilities will include**
- Facilitate and support customers to make their best possible decisions and pursue their best possible commercial outcomes informally, using the appropriate standards to ensure best possible customer outcome
- Engage with customers through their preferred communication channel depending on the matter status and impact-level of the issue or dispute to ensure the effective flow of information and resolution of issues in a timely manner
- Make recommendations for formal panel mediator appointments to the relevant stakeholders for each matter that requires the set-down process to facilitate decision making
- Maintain timely, accurate, appropriate, and relevant file notes in the record management systems to ensure that all information is captured, accessible and up to date
- Effectively administer all formal correspondence and processes required for matter management to ensure effective delivery of services
- Contribute to the development, implementation, review and knowledge management of matter management practices and procedures to support continuous improvement and a culture of collaboration

**About you**

You have demonstrated experience working within the National Mediator Accreditation System standards to help parties find their best outcome when in dispute.

You can show empathy and build trust with customers in conflict both in person and via their preferred communication channels.

You are enthusiastic about continuous improvement and innovation.

**Closing date**:Wednesday, 1 March 2023 (at 9.59am)**

**What we need from you**

To start your journey towards becoming our Associate Mediation Officer, please reply to this advert with your resume (max 5 pages) and cover letter (max 2 pages) responding to the following question:

- Please describe an example of a time you managed a matter from end-to-end. What challenges did you come across and how did you address them? What was the outcome?_

Salary Grade 5/6, with the base salary for this role starting at $89707 base plus superannuation

**Closing Date: Wednesday, 1 March 2023 (at 9.59am)**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our peop

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