Engagement & Complaints Representative

Job Description

Engagement & Complaints Representative Grade: Clerk Grade 3/4Salary range: $82,193 - $90,001 + superannuation and leave loadingTerm: Ongoing/permanent - various rolesBranch and Division: Issues Resolution/Fair Trading OperationsLocation: Parramatta, or a suitable regional DCS location, subject to office capacity (minimum office attendance 2 days per week) About the role We are looking for Engagement and Complaints Representatives to work in our NSW Fair Trading Issues Resolution area which includes our Property and Consumer Services Teams. This role responds to frontline complaints and enquiries for NSW Fair Trading and contributes to engaging with traders and resolving disputes in line with our rental, property and consumer regulatory priorities, including rent bidding, rental repairs, underquoting and non-supply issues. The Property team plays a critical role in regulating the property sector assisting consumers and traders to understand their rights and responsibilities under 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. The team works closely with the Rental and Strata and Property Services Commissioners to support a fairer property sector. The Consumer Services team regulates the supply of consumer goods and services under the Australian Consumer Law. This role is responsible for Complaint handling within a high-volume regulatory service environment. Improving trader conduct and applying the revised escalation model in identifying breaches and conduct issues. The provision of consistent, high-quality service delivery. Responding to a variety of correspondence requests to assist in resolving complaints. To be successful in this role you will have Demonstrated experience in dispute handling and customer service, including dealing with a variety of customers in a high-volume, customer-focused environment. Demonstrated ability in managing customer expectations and interpreting and developing knowledge of Fair Trading legislation. Strong conflict resolution and negotiation skills, along with sound judgement. The ability to think analytically and problem-solve. The ability to communicate effectively at all levels including writing fluently in plain English and having clear regulatory discussions with stakeholders. The ability to work collaboratively in a team. What we need from you To start your journey towards becoming our Engagement & Complaints Representative, 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 3/4, with the base salary for this role starting at $82,193 base plus superannuation. Click Here to access the Role Description. For enquiries relating to recruitment please contact Gabriella Schulzer via 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: Tuesday, 11th February 2025 at 10:00am 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 or 02 9494 8351. #J-18808-Ljbffr