Mediation Support Officer
Clerk Grade: 3/4 Employment Type: Ongoing, Full-TimeLocation: Parramatta or Gosford - Minimum office presence required (2‐3 days), with hybrid and flexible working conditions availableBase Salary: $84,659 – $92,701 per annum plus SuperannuationBranch and Division: Fair Trading Strata & Property Services
Overview
This role sits within the NSW Fair Trading Division in the Strata and Property Taskforce team. The mediation team provides a free alternative dispute resolution service for residents of NSW who live in or own property in strata and community schemes, retirement villages and residential land lease communities. The team consistently resolves or partially resolves close to 70% of disputes and aims to run the best mediation service in Australia.
Your day‐to‐day
* Deliver high‐quality administrative and coordination support to ensure mediation activities run smoothly, including maintaining accurate records and managing communications.
* Assist mediation team by ensuring parties are prepared for mediation and maintaining records.
* Respond to enquiries by providing accurate information and escalating or redirecting matters where appropriate to ensure timely and effective resolution.
* Collaborate with other mediators and coordinator to achieve quality dispute resolution outcomes, exploring new ways to enhance Fair Trading's support for people seeking to resolve disputes.
* Maintain and update records and databases in line with organisational systems and procedures, ensuring all information is accurate, securely stored, and easily accessible.
* Provide administrative assistance and training where required for new staff members.
* Assist in community and stakeholder engagement activities.
* Produce high volume and high‐quality work in handling disputes in a timely manner.
* Maintain neutrality while demonstrating empathy for customers with diverse needs and backgrounds.
Key challenges
* Produce high volume and high‐quality work in handling disputes in a timely manner.
* Maintain neutrality while demonstrating empathy for customers with diverse needs and backgrounds.
To be successful in this role you will demonstrate:
* Strong communication skills, including the ability to explain complex concepts clearly and simply to diverse audiences, and to write clear and concise correspondence.
* Self‐directedness in actively looking for opportunities to develop strengths and demonstrate a commitment to maintaining a high level of knowledge on current legislation and policies.
* Excellent time management and organisational skills.
* Eager to learn team processes and legislation.
* Focus on providing a positive customer experience.
* Ability to work collaboratively with internal and external customers.
Application details
To apply, please click the link below and attach your resume (max 5 pages) and cover letter (max 2 pages). In your cover letter, share your motivation for applying and relevant skills.
Click Here to access the Role Description. For enquiries relating to recruitment please contact Judy Torres via Judy.Torres@customerservice.nsw.gov.au.
Closing Date: Thursday, 26th March 2026 (at 9:59 am)
Additional information
We welcome a diverse and inclusive workforce and encourage applicants who require adjustments to participate fully. For more information on adjustments and disability support, visit our resources.
Desired Skills and Experience
* Customer Service
* Disputes
* Stakeholder Engagement
* Legislation
* Mediation
* Administration
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