SNSW Grade: 7/8
Employment Type: Full Time, Temporary until 30 June 2026
Location: Sydney McKell / Parramatta / Gosford. In office presence required 2 days per week and subject to DCS directive
This role sits within the Enterprise and Risk Enablement Division in the Customer Resolution and Disputes team.
This recruitment will be used to fill the current vacancy and to create a Talent Pool for opportunities that arise over the next 18 months. If you are interested in this vacancy or would like to be considered to join our talent pool for upcoming opportunities, apply now.
About the 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.
The Customer Resolution and Disputes team
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 escalated matters and deal with complex 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 complex 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
- Identify trends and issues in high volumes of customer feedback and recommend solutions that enhances a positive customer experience
- Proactively maintain knowledge and expertise of current processes and guidelines, and comply with privacy and legislative obligations, to support effective and timely resolution of customer complaints
- Build and maintain professional relationships and networks with stakeholders across Government, Service NSW, partner agencies and Service NSW customers to resolve customer complaints in a productive and efficient manner.
To be successful in this role you will demonstrate:
- Strong experience with complaints handling and an understanding of complaints processes, policies, and legislation
- The ability to coordinate key stakeholders to work collectively to address customer issues to deliver a positive solution
Salary Grade 7/8, with the base salary for this role starting at $105986 base plus superannuation.
Click Here to access the Role Description. For enquiries relating to recruitment please contact Thomas Ting-Shelley via [email protected].
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Thursday 24th July at 9:59am
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.
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.
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