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Engagement And Complaints Officer


Government, Defence & Emergency
Source: uWorkin

Source: uWorkin


Engagement and Complaints Officer, Temporary, PARRAMATTA

Role: Engagement & Complaints Officer - Targeted role for Indigenous candidates
Grade: Clerk 3/4 (Salary 72,635 to 79,535 excluding superannuation)
Duration: Temporary, up to 12 months
Closing Date: Thursday 18 February 2021 9.59AM
Location: Parramatta

About the role: 
We are in search of an Engagement and Complaints Officer to join our team in Parramatta.

In this role you will have the opportunity to use your excellent customer service skills to support the community, including consumers and traders. You will enjoy working on a wide range of matters, providing quality service and information in a fast paced, high-volume, agile, customer-focused environment.

As the NSW government agency responsible for consumer protection, NSW Fair Trading promotes a fair marketplace and seeks to educate consumers and traders on issues that affect their rights and obligations.

The main focus of the Engagement & Complaints Officer role is to implement complaint handling and trader monitoring processes, and to deliver presentations and participate in programs to raise the community’s awareness of legislation. You will need to actively participate within the team environment, have the confidence to make sound judgements, contribute to quality control mechanisms and demonstrate a high level of organisational and administrative skills working with the systems and procedures supporting effective service delivery. 

This role is responsible for:
- Managing complaints and enquiries, conflict resolution and negotiating positive outcomes for all parties
- Exceptional customer service
- Ability to work collaboratively in a team and with stakeholders
- Extensive use of data bases and other technologies

To be successful in this role you will have demonstrated experience in:
- Complaint handling
- Strong conflict resolution skills and be able to successfully manage customer expectations
- Applying sound judgement and the ability to communicate effectively at all levels
- Prioritizing tasks and requests for information, in a high volume working environment with competing priorities, while ensuring timeframes are met

Please note:

This is a targeted role for an Aboriginal and/or Torres Strait Islander person. You will be required to provide evidence of Aboriginality. 

 Preference will be given to applicants of Aboriginal descent. Exemption is claimed under S21 of the Anti-Discrimination Act 1977. Aboriginal applicants must demonstrate Aboriginality in addition to addressing the selection criteria. 

Aboriginality is a genuine occupational qualification and is authorised by S14 (d) of the Anti-Discrimination Act 1977

For any enquiries about the role please contact Khoder Rawas on 0436 623 603.

What we need from you:

• Your application should include a covering letter (maximum two pages) indicating the role you are applying for and what you would bring to this role, including demonstrated examples.
• 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.

A Talent Pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements.

Salary Grade 3/4, with the base salary for this role starting at 72,635 base plus superannuation

Where you will be working:

NSW Fair Trading is a division within Department of Customer Service. As the NSW government agency responsible for consumer protection, NSW Fair Trading promotes a fair marketplace and seeks to educate consumers and traders on issues that affect their rights and obligations. 

The Department of Customer Service is a service provider and regulator. Customer Service supports sustainable government finances, major public works and maintenance programs, government procurement, information and communications technology, corporate and shared services, consumer protection, administration of State taxation and revenue collection, and NSW land and property administration. 

To learn more about the Department, take a look at the DCS website at https://www.customerservice.nsw.gov.au/ 

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

For enquires relating to recruitment please contact Bethany Jones via elizabeth.jones@customerservice.nsw.gov.au.

To receive a copy of the Role Description please contact Bethany at Elizabeth.Jones@customerservice.nsw.gov.au

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment. 

If you do require an adjustment during the recruitment process, please notify us on your application form.