Engagement & Complaints Representative

Engagement and Complaints Representative (ECR), Division Name: Complaints, Building Commission NSW

Grade: 3/4
Salary Range: $87,199 - $95,482 Plus Super, Plus Annual Leave Loading
Location: Hybrid working model with office attendance required 2 days per week at any DCS office location
Term: Temporary, Full-time

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 is not only 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.

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 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. https://www.nsw.gov.au/housing-and-construction/building-commissioner

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. We welcome applicants from a broad range of professional backgrounds, including customer service, complaints handling, dispute resolution, regulation, compliance, insurance, banking, local government and other customer-focused environments. The focus of the Engagement and Complaints Representative role is to assess and respond to complaints and enquiries received from the NSW public within a reasonable timeframe while maintaining quality, consistency and integrity.

Responsibilities include:
-Managing customer expectations
-Working collaboratively in a team physically and virtually
-Analytical thinking and problem solving
-Working autonomously
-Working with legislation
-Communicating effectively
-Contribute to team discussions
-Extensive use of data bases and other technologies
-Team support and administration functions in the operation of a team

Key requirements / desirable experience:
-Experience working in a customer service, complaints handling, dispute resolution, regulatory, compliance or administrative environment.
-Demonstrated ability to communicate effectively with a range of stakeholders, including customers, businesses and government agencies.
-Ability to interpret and apply legislation, policies, procedures and business rules.

What we need from you
An up-to-date CV (no more than 5 pages) and a brief cover letter (2 page maximum) outlining how your skills and experience are aligned to the role.

Salary Grade 3/4, with the base salary for this role starting at 87,199 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Vanessa Stanghieri via vanessa.stanghieri@customerservice.nsw.gov.au.

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.

Click here to view our approach on the use of AI in recruitment.

Closing Date: Monday 9th November 2026 [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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.

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Information on adjustments available for the recruitment process