Engagement & Complaints Officer

Engagement and Complaints Officer - Complaints, Building Operations - Building Commission NSW Grade: Clerk Grade 5/6 Salary range: $ 99,938 - $ 110,271 + superannuation and leave loading Duration: Temp, Full-time to June 2027 Location: Parramatta and other approved DCS office locations can be considered. Office attendance required 2 days per week. An opportunity has arisen within Building Commission NSW, Building Operations, Complaints Unit. About the Building Commission NSW The new Building Commission NSW has been established after the NSW Government recognised the substantial progress made by Fair Trading and the Office of the Building Commissioner in delivering once-in-a-generation reforms of the building and construction industry. The new commission will not only be the industry regulator, but also a collaborator with consumers and industry to ensure standards, capabilities, capacity and resilience continue to be lifted across the sector to deliver quality homes and meet the state’s housing targets. The Building Commission NSW is an outstanding place to work due to its commitment to innovation, collaboration and professional development. With a focus on transparency and accountability, the commission cultivates a culture of integrity and responsibility. Those who join the organisation can be confident in contributing to meaningful work that positively impacts the built environment and the greater community, making it an exciting and fulfilling place to build a career. This is a fantastic opportunity to join the next phase of the Building Commission within NSW. About Building Commission Complaints team The Complaints team resolve a high volume of complaints and enquiries received from the NSW public. The team actively resolves disputes and educates businesses on their obligations under several legislations administered by Building Commission NSW. The Complaints team provide services directly to individuals and businesses, including many regulated industries, to create a fair, safe, and equitable marketplace. The focus of the Engagement and Complaints Officer role is to assess and respond to complaints and enquiries received from the NSW public within a reasonable time frame while still maintaining quality and integrity. Responsibilities include: Complaint handling within a high-volume regulatory service environment The provision of consistent, high quality customer centric service delivery Working as a subject matter expert in the regulatory scheme Working collaboratively in a team physically and virtually Ability to communicate effectively at all levels Potential trader monitoring and industry engagement Assisting with coaching, training, developing and mentoring other staff within the team. Key requirements to be successful in this role: Have successful experience in complaint handling and complex dispute resolution Assisting with coaching, training, developing and mentoring staff The ability to prepare clear and concise correspondence, and respond to ministerial representations Display willingness to participate in community engagement and present on subject matter knowledge Sound judgement, strong communication skills, an analytical mind The ability to successfully balance competing priorities The drive for continuous improvement and business efficiencies in our everyday work What we need from you Please submit your resume of no more than 5 pages, including a cover letter of no more than 2 pages, sharing your motivation for applying for the position and demonstrating your capability and relevant skills. Salary Grade 5/6, with the base salary for this role starting at $99,938 base plus superannuation. Click Here to access the Role Description. For enquiries relating to recruitment please contact Gabriella Schulzer 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: Monday 1st December 2025 (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. You can view our full diversity and inclusion statement here. We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact or . For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process #J-18808-Ljbffr