Dispute Resolution Specialist

**Dispute Resolution Specialist - NSW Rental Commission**

**Grade**: Clerk Grade 7/8
**Salary**: $110,266 - $122,058 + Superannuation
**Duration**: Ongoing
**Location**:Sydney, 2-3 days per week (Monday and Wednesday landing days).
**Closing date**:Friday 14th March 2025

**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 seeking a dispute resolution specialist to support case management of complex tenancy matters to support our network of stakeholders and customers. This role is part of a specialist team to support core business of NSW Fair Trading to provide high quality tenancy advice information and dispute resolution services.

**Your Responsibilities**
- Undertake detailed investigations and analysis of dispute matters and make recommendations to promote effective outcomes according to procedures, grants guidelines and relevant delegations.
- Provide high quality case management and specialist advice, assisting parties to improve communication, clarify issues and explore potential solutions and find mutually acceptable outcomes.
- Identify, recommend, and implement continuous improvement initiatives to improve performance levels to meet business objectives and to better meet legislative and compliance requirements
- Analyse and provide advice about emerging issues which present through client interaction to inform decision making
- Manage and resolve dispute matters driving evidence-based decision making and communicating the outcome of decision with customers and appropriate stakeholders.
- Maintain up-to-date knowledge and understanding of relevant legislation, policy and procedure to meet stakeholder needs and facilitate effective complaints management and dispute resolution practices.
- Maintain accurate records of dispute resolution processes, including agreements reached, decisions made, and any follow-up actions required, including preparing detailed reports for stakeholders and management as necessary.
- Provide support to develop and maintain a supportive culture and collaborative team environment and build internal expertise and capability to ensure delivery of high-quality dispute resolution services
- Provide advice on programs, initiatives and opportunities for service improvement, enhanced customer experience to support change and business improvement

**About You**
- 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.
- Ability to work independently and as part of a team in a fast-paced environment.

**Essential requirements**
- Demonstrated experience and knowledge of case management practice and procedure in a dispute resolution environment.

**Desirable**
- Strong knowledge of rental regulations and standards in New South Wales.
- Experience in property management, maintenance or tenancy law.

Join us in making a difference in the rental sector and ensuring a fair and equitable rental experience for all.

To start your journey towards your future submit your CV for review (no more than 5 pages) and a cover letter (no more than 2 pages) providing information addressing the essential requirements above and demonstrating your capability for the role.

Salary Grade 7/8, with the base salary for this role starting at $110266 base plus superannuation

**Closing Date**:Friday 14th March 2025 [10:00am)

**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.

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