Customer Resolution Officer

Customer Resolution Officer Grade: Clerk Grade 5/6 ($102936.00 - $113579.00 plus super) Location: Flexible across NSW, including approved regional NSW Fair Trading office locations / Hybrid working arrangements available (2-3 days per week in office) Employment Type: Ongoing / Multiple Temporary Opportunities About the Role We are seeking a motivated and customer-focused Customer Resolution Officer to join our team.

In this role, you will work directly with customers, businesses and internal teams to investigate, manage and resolve complaints, enquiries and complex issues. You will provide high-quality customer service while ensuring fair, timely and consistent outcomes. This is an excellent opportunity for a professional who enjoys problem-solving, building relationships and delivering positive customer experiences in a fast-paced environment.

The role sits within our Consumer Affairs branch within NSW Fair Trading and contributes to effective complaint resolution across disputes arising in relation to the Australian Consumer Law (goods and services), the automotive sector and other regulated schemes including charities, commercial agents and community gaming.

Key Responsibilities

Manage customer complaints, enquiries and escalations from initial receipt through to resolution. Investigate issues by gathering and analysing information from customers and relevant stakeholders. Assess matters against relevant legislation, policies, procedures and service standards. Communicate clearly and professionally, both verbally and in writing.

Maintain accurate records and case notes using customer management systems. Identify trends and systemic issues and contribute to continuous improvement initiatives. Build productive relationships with customers, colleagues and external stakeholders. Share subject matter expertise across the team to build team capability and strengthen knowledge sharing through coaching.

Meet performance targets and service delivery timeframes. Champion change, help drive initiatives that improve ways of working across the team.

About You

To be successful in this role, you will demonstrate: Excellent customer service and communication skills. Experience managing complaints, enquiries or customer resolutions. Strong problem-solving and analytical abilities. The ability to exercise sound judgement and make evidence-based decisions. Proven ability to coach, train and share knowledge with others in the team.

High attention to detail and strong organisational skills. Experience managing competing priorities and meeting deadlines. Proficiency in Microsoft Office applications and case management systems. A commitment to delivering fair, respectful and customer-focused outcomes. Essential Requirements Demonstrated experience handling complaints, customer resolution or dispute resolution services.

Ability to interpret and apply policies, procedures and legislation or regulatory frameworks. Strong written communication skills, including preparing customer correspondence and case summaries. Experience working as a subject matter expert responsible for coaching and guiding junior staff.

What We Offer

Flexible and hybrid working arrangements. Opportunities for professional development and career progression. A supportive and collaborative team environment. Meaningful work that contributes to positive customer outcomes and public trust. How to Apply To apply, please submit your resume and a brief cover letter (max 2 pages) outlining your suitability for the role and your experience in customer service, complaint resolution and stakeholder engagement.