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Engagement & Complaints Officer - job post

Department of Customer Service
3.9 out of 5 stars
Sydney NSW•Hybrid work
$102,936 - $113,579 a year - Full-time
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Job details

Pay

  • $102,936 - $113,579 a year

Job type

  • Full-time

Location

Sydney NSW•Hybrid work

Full job description

Department of Customer Service

Reference number
req53080
Occupation
Policy
Work type
Full-Time
Location
Sydney - Greater West
Salary Information
102,936 - 113,579 + Super
Closing date
27 July 2026 at 10:00am


Engagement and Complaints Officer
Complaints, Building Commission NSW

Grade: Clerk grade 5/6 x 6 positions
Location: Hybrid working model with office attendance required 2 days per week (Sydney, Parramatta Gosford, Albury, Wagga, Dubbo and Maitland)
Term: Temporary, Full-time - up until 31 March 2027



About Building Commission NSW
Building Commission NSW is leading important work to lift standards across the building sector and support better outcomes for consumers, industry and communities.
We offer meaningful work, a collaborative team environment and the opportunity to contribute to practical improvements that make a real difference across NSW.
If you enjoy solving problems, working with people and applying sound judgement in a fast-paced regulatory environment, this is a great opportunity to build your career.

About the Complaints team
Our Complaints team manages enquiries, complaints and dispute resolution matters from consumers and businesses across NSW. We help people understand their rights and responsibilities, resolve issues where possible and navigate legislation administered by Building Commission NSW.

As an Engagement and Complaints Officer, you’ll manage a varied caseload, assess information, engage with customers and stakeholders, and use your judgement to achieve fair, timely and practical outcomes. You’ll also contribute to service improvements and share knowledge across the team.

Responsibilities include:
  • Manage a caseload of complaints, enquiries and dispute resolution matters
  • Assess information, identify key issues and determine appropriate next steps in line with legislation, policies and procedures
  • Provide clear, practical advice to consumers and businesses about their rights, responsibilities and options
  • Work with customers, industry and internal stakeholders to resolve matters and support fair outcomes
  • Maintain accurate records, manage correspondence and meet required timeframes
  • Identify risks, issues and trends and escalate matters where needed
  • Contribute to improved complaint handling practices, team capability and knowledge sharing
  • Use case management systems and other technologies to manage work efficiently and accurately
Key requirements:
  • Experience in complaints handling, dispute resolution, customer service or case management
  • Strong communication skills, including the ability to explain complex information in plain English
  • Sound judgement, analytical thinking and the ability to make practical decisions
  • Ability to interpret and apply legislation, policies or procedures
  • Strong customer focus and the ability to build effective working relationships
  • Experience using case management systems and databases; CAS and GLS experience is highly regarded
  • Knowledge of legislation administered by Building Commission NSW is highly regarded but not essential
If you’d like to know more about this amazing opportunity, you are encouraged to contact Amy Randazzo on amy.randazzo@customerservice.nsw.gov.au
How to apply
  • Submit an up-to-date CV (maximum 5 pages) and a brief cover letter (maximum 2 pages)
  • Combine your CV and cover letter into a single document when submitting your application
  • Ensure your application clearly outlines how your skills and experience align with the requirements of the role
For any recruitment related queries please contact Talent Advisor, Afrah via afrah.ahmedsaied@customerservice.nsw.gov.au
Salary Grade 0506, with the base salary for this role starting at $102936 base plus superannuation
For enquiries relating to recruitment please contact Afrah Saied via afrah.ahmedsaied@customerservice.nsw.gov.au.
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.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: Monday, 27th July 2026 (09:59am)
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 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.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
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