Associate Customer Resolution Officer

**Associate Customer Resolution Officer**

**SNSW Grade**:5/6
**Employment Type**:Ongoing Full-time
**Location**:This role can be based in McKell, Parramatta or Gosford. Hybrid and flexible working conditions available. In office presence required 2-3 days a week as per DCS directive.
**Salary range**:$88,123 - $100,708 plus 11.5% Super

**About the team**
This role sits within the SNSW Enterprise, Risk and Enablement Division in the Training & Customer Resolution team.

The Customer Resolution and Disputes team was established to maintain a centralised Service NSW complaints and disputes handling structure. The Customer Resolution and Disputes team fosters a culture that is open to disputes, complaints and feedback from customers and the community. We manage disputes and promote and encourage complaints and respond to them fairly and promptly to ensure customers feel heard, respected, and know that their issues are taken seriously.

**About the role**
We are looking for a skilled and proactive complaint handler with extensive experience to work as part of a dynamic team to provide a broad range of administrative services, information and assistance to customers on a wide range of standard customer complaints to facilitate outcomes in line with legislative requirements. Prior complaints handling experience is essential.

**Your day-to-day**
- Manage the escalation of customer experience issues and standard complaints from end to end, including investigating the issues, directly engaging with the customer to manage their expectations and ensuring a positive customer experience, and following up on process or continuous improvement opportunities;
- Resolve simple and standard customer complaints, ensuring a timely and effective resolution and contributing to a positive customer experience;
- Identifying and escalating complex complaints according to procedures in a timely manner to ensure effective resolutions;
- Building collaborative relationships with all stakeholders to ensure effective complaints resolution;
- Maintain up-to-date knowledge of current processes and guidelines, and comply with privacy and legislative obligations, to support effective and timely customer support;
- Identify and recommend opportunities for enhancements to improve the efficiency of complaints resolutions and improve the customer experience.

**To be successful in this role you will demonstrate**:

- Experience with complaints handling and an understanding of complaints processes, policies and legislation is desirable;
- You are able to engage key stakeholders to work collectively to address customer issues to deliver a positive solution;
- You can deliver results promptly and proactively resolving simple or standard customer issues across a variety of Service NSW programs and services;
- You can communicate effectively with a variety of audiences, including the ability to write clear and concise outcome correspondence to customers;
- You are resilient, with the ability to adapt to changing priorities and to manage high volumes of cases and competing demands.

**To Apply**
Please submit your resume (4 pages max) and cover letter (2 pages max) outlining your suitability for the role.

Salary Grade 5/6, with the base salary for this role starting at $88123 base plus superannuation

Click Here to access the Role Description.

**Closing Date: Friday, 7 March 2025 at 9.59 am**

**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.

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