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
Location: Gosford and Wollongong or suitable regional location, subject to office capacity. Office attendance required 2 –3 days per week.
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.
You will need expertise in complaint handling in a high paced environment and an ability to become a subject matter expert who can mentor others as well as contribute to the development of policies and procedures. You must have strong conflict resolution skills, be able to successfully manage customer expectations and use technology efficiently.
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.
-
Working as a subject matter expert in the regulatory scheme e.g. The Australian Consumer Law.
-
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).
In your cover letter please share your motivation for applying for this position and your relevant skills.
Salary Grade 5/6, with the base salary for this role starting at $ base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Gabriella Schulzer 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: 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.
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.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
