• Job Description

  Req#: req32632

  EOI - Engagement and Complaints Representative

  Expressions of interest are invited from ongoing and temporary employees within DCS looking for development in regulatory complaint handling.

  Grade: Clerk Grade 3 /4 (Salary $79,032 - $86,539 + Superannuation)

  Duration: Various temporary up to six months with the possibility of extension

  Closing Date: Monday 25th March

  Location: Flexible (not fully remote but offices are located throughout NSW)

  About the role

  We are in search of new Engagement and Complaints Representatives to join our complaint handling teams located throughout NSW. This recruitment drive will be used to fill current temporary vacancies.

  The main responsibility of the Engagement and Complaints Representative is to manage complaints from consumers, tenants or other parties who have a concern about a product, service or trader that they haven’t been able to resolve themselves. Officers are required to help the parties come to a solution, while also providing education about their obligations and rights under the laws administered by Fair Trading.

  To be successful in this role you will have:

  • confidence in conflict resolution and negotiation, including the ability to hold space for difficult conversations,
  • the ability to manage expectations of customers and internal stakeholders,
  • experience working collaboratively in a team, both in-person and virtually,
  • problem solving and analytical thinking skills that can be applied to a variety of problems and unfamiliar circumstances,
  • the ability to read and interpret legislation at a basic level,
  • excellent time management skills and the ability to work independently, and
  • basic understanding of Microsoft applications and the ability to adapt to different work systems.

  Relevant industry experience is desirable but is not compulsory.

  For any enquiries about the role please contact Alouette Campbell via email: alouette.campbell@customerservice.nsw.gov.au

  Where you will be working

  The NSW Fair Trading complaints team works flexibly, including from our local office locations and from home on a regular basis. No role is fully remote, and there is a requirement that staff attend their local office on a regular basis.

  Our head office location is Parramatta. However, we also have offices in the following regional locations: Albury, Broken Hill, Coffs Harbour, Dubbo, Gosford, Goulburn, Grafton, Lismore, Murwillumbah, Newcastle, Orange, Port Macquarie, Queanbeyan, Tamworth, Wagga Wagga and Wollongong. Applications are invited for any of the above listed locations.

  We have various roles available in different industry focussed teams. You may be offered a role in one of the following areas:

  • Consumer – covering general consumer disputes relating to the purchase of goods or services, applying the Australian Consumer Law
  • Property – covering disputes relating to the real estate and property sector including tenancy, strata and more, applying relevant legislation, for example the Property and Stock Agent Act and the Residential Tenancies Act
  • Automotive – covering disputes that relate to the automotive industry including new and used car purchases, applying relevant legislation including the Motor Dealers and Repairers Act

  About us

  NSW Fair Trading safeguards the rights of all consumers and advises businesses and traders on fair and ethical practice. We provide services directly to individuals and businesses including many regulated industries to create a fair, safe and equitable marketplace.

  To learn more about what we do visit the Fair Trading website www.fairtrading.nsw.gov.au

  In addition, see why you should work for NSW at https://iworkfor.nsw.gov.au/why-work-for-nsw

  What we need from you:
  Your application should include a cover letter (maximum one page) indicating the role you are applying for and what you would bring to this role, including demonstrated examples. Please also nominate the location you would prefer to work from in your cover letter.

  You should also include an up-to-date resume (of no more than five pages), which clearly details your skills and experience as relevant to the role and how you meet the role capabilities.

  For further help, tips and information on applying for a role in the NSW Public Service, please visit Applying for a role in the NSW Public Service.

  Salary Grade XX, with the base salary for this role starting at $79,032 base plus superannuation

  Click Here to access the Role Description . For enquiries relating to recruitment please contact Tantzaris, Amanda via amanda.tantzaris@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.

  Closing Date:

  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 feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via amanda.tantzaris@customerservice.nsw.gov.au or 02 9494 8351.

  For more information, please visit
  

  Information on some of the different types of disabilities

  Information on adjustments available for the recruitment process

  
  

• About the company

  The Government of New South Wales, also known as the NSW Government, is the Australian state democratic administrative authority of New South Wales.

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