Customer Resolution Officer
Core
Managing and resolving escalated customer complaints and disputes for Service NSW, including those referred from government bodies like the Ombudsman and Human Rights Commission.
Role type
Senior Customer Resolution Officer (Complaints Handler)
Builds
Resolutions for escalated customer disputes and administrative decisions
Domain
Public Sector / Government Services / Customer Experience
Deliverable
client delivery
Required skills
Complaints handling, Legislative compliance, Stakeholder management, Trend analysis, Complex issue resolution, Written communication
Preferred skills
Experience with NSW public sector processes, Resilience under high volume
Responsibilities
Investigate and resolve escalated customer complaints end-to-end, Identify trends in customer feedback to recommend process improvements, Liaise with government agencies and partner organizations to resolve disputes, Maintain expertise in current privacy and legislative obligations
Seniority
Senior, hands-on IC
