AddressEngagement & Complaints Officer
Branch and Division: FT Ops/Issues Resolution – Property
Location: Flexible/Hybrid (required to attend an office located throughout NSW)
Term: Ongoing
Grade: Clerk Grade 5/6
Salary range: $93,295 - $102,941 per annum + super
Closing Date: Wednesday 12th June 2024 [9:59am]
About the Role: We are looking for an Engagement and Complaints Officer to work in the NSW Fair Trading - Issues Resolution team, NSW 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 Property Services team play a critical role in regulating the property sector assisting consumers and traders to understand their rights and responsibilities, not limited to, but including the Property, Stock and Agents Act, Residential Tenancies Act, Retirement Villages Act, Strata Schemes Management Act, Residential (Land Lease) Communities Act and other legislation administered by NSW Fair Trading.
To be successful in this role you will have:
* Experience working in a customer centric service environment.
* Experience with complex complaint handling and dispute resolution within a high-volume regulatory service environment. * The ability to provide consistent, high-quality service delivery.
* The ability to interpret complex legislation as a subject matter expert in a regulatory scheme. * Ability to respond to a variety of correspondence requests, including Ministerial representations to assist in resolving complaints.
* Understanding of Microsoft applications and the ability to adapt to different work systems.
* Ability to work collaboratively in a team including coach and mentor staff within the team.
* Prepare well written, clear and concise correspondence.
* Sound judgement, strong communication skills, analytical thinking and problem solving.
* Posses excellent time management skills and have the ability to successfully balance competing priorities and ability to work independently.
* The drive for continuous improvement and business efficiencies in everyday work.
For enquiries regarding this position, please contact Stephen Ivancic and ***************@customerservice.nsw.gov.au
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.
A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.
For any enquiries regarding recruitment, please contact Hannah Harget, Talent Acquisition Advisor at *************@customerservice.nsw.gov.au
Salary Grade 5/6, with the base salary for this role starting at $93295 base plus superannuation
Click Here to access the Role Description
. For enquiries relating to recruitment please contact Hannah Harget via *************@customerservice.nsw.gov.au.Visit the 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: Wednesday 12th June 2024 [9:59am]
Careers at Department of Customer ServiceA 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 feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via *************@customerservice.nsw.gov.au or 02 9494 8***.
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