Engagement & Complaints Officer

15 hours ago

Hunter Valley, Australia NSW Department of Customer Service Full time

**Engagement & Complaints Officer - NSW Fair Trading - Consumer Issues Resolution team**

**Grade**:Clerk Grade 5/6
**Salary range**:$97,027 - $107,059 + superannuation and leave loading
**Duration**:2 x Temporary roles up to 12 months

**About the team**

We are looking for Engagement and Complaints Officers to work in the NSW Fair Trading - Consumer Issues Resolution team, Fair Trading Operations Division.

This is an exciting opportunity to manage complex complaints within a regulatory focussed environment, assisting consumers and traders understand their rights and responsibilities under legislation administered by NSW Fair Trading.

The Issues Resolution unit offers dispute resolution services to support Fair Trading consumer services, automotive and property sectors.

**This role is responsible for**:

- Complaint handling within a high-volume regulatory service environment.
- The provision of consistent, high quality customer centric service delivery.
- Responding to a variety of correspondence requests, including Ministerial representations.
- Potential trader monitoring and industry engagement e.g. Webinars and presentations.
- Assisting with coaching, training, developing and mentoring other staff within the team.

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

- Your practical experience in complaint handling or complex dispute resolution
- The ability to prepare well written, clear & concise correspondence
- Ability to work collaboratively in a team including mentoring and developing the skills of the team
- Sound judgement, strong communication skills, analytical thinking and problem solving
- The ability to successfully balance competing priorities
- The drive for continuous improvement and business efficiencies in our everyday work

**What we need from you**

To start your journey towards becoming our next Engagement and Complaints Officer, please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages).

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

**Closing Date**:Monday 23rd June 2025 [9.59]

**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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