Grade: SNSW 11/12
Employment Type: Temporary, Full-time for 14 months
Location: Sydney, Parramatta or Gosford. Hybrid – 2 days in office minimum from an approved office
This role sits within the Enterprise Risk and Enablement Division in the Customer Resolution and Disputes team.
We are looking for an experienced, authentic and empathetic leader who has a passion for fairness and is customer focused to lead our Customer Resolution and Disputes Team.
About the team
The Service NSW Customer Resolution and Disputes Team is responsible for managing and resolving, all Service NSW escalated complaints and disputes against administrative decisions. This includes complaints which come directly to us from customers, but also those that are referred from the Minister's Office, the Anti-Discrimination Board, the NSW Ombudsman's Office and the Australian Human Rights Commission.
The Customer Resolution Manager is responsible for managing the team of approx. 20 staff members, creating a psychologically safe work environment, a positive team culture and driving results against pre-determined SLAs. The Manager is also seen as a Customer Advocate, advocating for continuous improvement changes and fairness in service delivery across Service NSW.
Your day-to-day
In this role, no two days are typically the same, however they often involve:
* Managing and advising Senior Leadership on high profile, complex and litigated complaints, which often involves drafting responses, liaising with internal teams and partner agencies, instructing legal and attending conciliations or tribunal hearings
* Reviewing, advising on and approving responses to inquiries from the NSW Ombudsman's Office and complaints made to the Minister's Office
* Advising the team on complex and escalated complaints and disputes
* Contributing to Service NSW programs of work, acting as the voice of the customer when a complaints or disputes pathway is needed
* Working with the four leaders in the team to establish ways of working and guidance for the team, to maintain a positive culture, drive performance, support team members and resolve people matters
* Acting as a Customer Advocate by raising issues identified through complaints and disputes
To be successful in this role you will demonstrate:
* You are an authentic, empathetic leader who is customer focused
* Strong experience in complaints and/or dispute resolution, specifically in managing escalated complaints or disputes referred by complaint handling bodies or tribunals
* A proven track record of managing a high performing, geographically disperse team
* Great stakeholder management skills and experience in levering these skills to deliver change
* Excellent written and verbal communication skills
* Strong problem-solving skills with an ability to interpret complex information
* Thorough understanding of the NSW Ombudsman's Complaint Handling Guidelines and the rules of Procedural Fairness
A law degree, or legal experience within a tribunal or regulatory setting is preferred, but not necessary.
Salary SNSW Grade 11/12, with the base salary for this role starting at $162296 base plus superannuation.
Click Here to access the Role Description. For enquiries relating to recruitment please contact Thomas Ting-Shelley 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 7th of April at 9:59am
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.
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