Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Resolution Officer role.
Rezi rewrites your resume against myCareer - NSW Government's job description. Free.
Tailor your resume to this Customer Resolution Officer role.
Rezi rewrites your resume against myCareer - NSW Government's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Resolution Officer posting at myCareer - NSW Government — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Resolution Officer posting at myCareer - NSW Government — free, in seconds.
About the Role
We’re looking for an empathetic and experienced complaints handler with strong communication skills to resolve complex complaints within Service NSW’s Customer Resolution and Disputes Team. You’ll be part of a dynamic team providing information and assistance to customers to resolve a wide range of escalated and complex complaints in line with legislative requirements.
Responsibilities
- Manage a caseload of escalated complaints, interacting with customers and stakeholders daily to investigate and respond to complaints effectively and efficiently.
- Manage the escalation of customer experience issues and complaints from end to end, including investigating issues raised by customers, directly engaging with the customer to manage their expectations and ensuring a positive customer experience, and following up on process or continuous improvement opportunities.
- 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.
- Identify trends and issues in high volumes of customer feedback and recommend solutions that enhance a positive customer experience.
- Build and maintain professional relationships and networks with stakeholders across Service NSW, NSW Government, partner agencies and Service NSW customers to resolve customer complaints in a productive and efficient manner.
Requirements
- Previous experience with complaints handling and an in-depth understanding of complaints processes, policies, and legislation.
- Ability to deliver results promptly and proactively, resolving complex customer issues across a variety of Service NSW programs and services.
- Good judgment and ability to effectively prioritize own workload based on factors including complexity, urgency and risk.
- Ability to liaise effectively with key stakeholders to collectively address customer issues to deliver a positive solution.
- Strong written and verbal communication skills including the ability to explain complex concepts clearly and simply to diverse audiences, and to write clear and concise outcome correspondence to customers.
- Ability to research, investigate and provide recommendations and solutions to reduce customer complaints.
- Commitment to maintaining a high level of knowledge on current legislation and policies relating to the role.
- Highly resilient and adaptable to manage high volumes and competing demands.
- Be NSW residents or in the process of relocating to NSW.
- Hold appropriate working rights for the type of employment offered - Fixed Term roles require valid work rights for the full duration of the role.
Skills
- Complaints handling
- Communication skills
- Customer service
- Stakeholder management
- Problem-solving
- Trend identification
- Relationship building
- Written communication
- Verbal communication
- Research
- Investigation
- Resilience
- Adaptability
Location
- Sydney
- Parramatta
- Gosford
- Remote
- Hybrid
Work Type
- Full-Time
- Temporary
- Hybrid
Experience Level
- Experienced
Salary/Compensations
- $109,166 - $128,706pa + super + leave loading
Benefits
- Superannuation
- Leave loading
- Flexible working conditions
About the Company
- 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.
- The Service NSW Customer Resolution and Disputes Team is responsible for managing and resolving all Service NSW escalated complaints and disputes against administrative decisions. This includes complaints which come directly to Service NSW from customers, but also those referred from the Minister’s Office and entities including the Anti-Discrimination Board, the NSW Ombudsman and the Australian Human Rights Commission. The Customer Resolution and Disputes Team promotes and encourage complaints and responds to them fairly and promptly to ensure customers feel heard, respected, and know that their issues are taken seriously.
Equal Opportunity
- 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.
- We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.