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About the Role

This role leads a busy frontline complaints team within Service NSW’s Customer Resolution and Disputes Team, managing and resolving escalated complaints and disputes against administrative decisions. The team handles complaints directly from customers, as well as those referred from the Minister’s Office and external bodies. The Senior Customer Resolution Team Leader will foster a psychologically safe work environment, promote a positive team culture, and drive results against SLAs.

Responsibilities

Lead a high-volume frontline team resolving complex and escalated complaints.
Coach and mentor staff on effective complaint response, including devising, implementing, and overseeing strategies.
Provide guidance and support to team members to maintain a positive culture, drive performance, and resolve people matters.
Offer advice on complex and escalated complaint resolution using expert knowledge of legislation, regulations, and procedures.
Proactively maintain knowledge of current processes and guidelines, complying with privacy and legislative obligations.
Build and maintain professional relationships with stakeholders across NSW Government, Service NSW, partner agencies, and customers.

Requirements

Demonstrated results leading a frontline team in a complaints or customer service environment.
Extensive experience and strong understanding of complaint resolution processes, policy obligations, and legislation.
Motivated by delivering valuable and positive outcomes for customers.
Excellent written and verbal communication skills.
Strong communication and relationship-building skills to guide discussions into outcomes.
Ability to effectively prioritize high-volume workflows in a time-pressured environment with multiple stakeholders.

Skills

Complaints handling
Mentoring
Quality assurance
Service standards development
Legislation and regulation knowledge
Stakeholder relationship management
Communication
Relationship building
Prioritization
Team leadership

Location

Sydney
Parramatta
Gosford
Service NSW approved location

Work Type

Full time
Ongoing
Hybrid

Experience Level

Senior
Minimum 2 days per week in office

Salary/Compensations

Service NSW Clerk Grade: 9/10
Base salary starting at $134,626 plus superannuation

About the Company

A career at the Department of Customer Service (DCS) offers the opportunity to improve government services and be part of reform that benefits people across NSW.
DCS is focused on delivering excellent customer service, digital transformation, and regulatory reform.
Join DCS to influence the future of the state.

Equal Opportunity

Belong in our diverse and inclusive workplace.
The strength of our workforce lies in its diversity and embracing difference.
Leveraging the contributions of employees with different backgrounds and perspectives is key to our success.
We provide adjustments to the recruitment process for candidates, including individuals with disability.