Rental Bonds Officer

Rental Bonds Officer

• Multiple Full-Time (35hpw) Ongoing Opportunities
• Base Salary: $102,936 - $113,579pa + super + leave loading
  
• Hybrid work arrangements Office attendance required minimum 3 days per week.
  
• Location: Grafton, NSW

This role sits within the NSW Fair Trading Division, Rental Branch within the Rental Bonds Team.

An exciting opportunity has arisen within NSW Fair Trading for a Rental Bonds Officer.

About the Team

This role sits within the NSW Fair Trading Division, Rental Branch within the Rental Bonds Team. A new team has been established to support the implementation of Smart Rental Bonds and provide support to customers using the new service.

Be Part of the Future of Fair Trading

At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive.

We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve.

This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW.

If you’re someone who:

• Thinks deeply about the needs of people and communities, 
  
• Is motivated by great outcomes, not just processes, and 
  
• Wants to be part of an organisation that’s transforming how regulation works — 

…then there’s a place for you in our future. 
 
Join us as we build a Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value. 

About the Role 

NSW Fair Trading is seeking motivated and customer focused Rental Bonds Officers to deliver high-quality regulatory assessment and advisory services. In this role, you will support individuals and businesses to understand and comply with legislation, while enabling fair, consistent, and timely regulatory outcomes.

This position involves direct customer contact as a core part of daily work, responding to enquiries, providing advice, and resolving matters in line with legislative and policy requirements. You will work in a fast-paced, high-volume regulatory environment where accuracy, sound judgement, and customer service are critical.

As part of establishing Smart Rental Bonds, this role will assist with developing and maintaining business processes, governance documentation, and routine reporting to support day-to-day operations. This includes supporting financial administration activities such as debt management, tracking compliance requirements, maintaining records, and assisting with the consistent application of controls and service standards from commencement.

Your responsibilities will include 

• Assessing and determining applications, claims, authorisations and related transactions in line with delegations, legislation, policies and service standards
  
• Providing clear, accurate and customer centered advice via phone and written channels to customers, stakeholders and decisionmakers
  
• Responding to customer enquiries, managing the flow of information and resolve matters promptly within regulatory frameworks
  
• Analysing information and evidence to support sound regulatory decisions
  
• Identifying emerging issues, trends and risks, and contribute insights to improve service delivery and regulatory outcomes
  
• Maintaining accurate records and ensuring the integrity of systems and information
  
• Collaborating with internal and external stakeholders to resolve complex or sensitive matters
  
• Participating in quality assurance and continuous improvement activities

To be successful in this role you will demonstrate: 

• Experience working in a high-volume assessment, compliance or regulatory environment
  
• Strong communication skills, with the ability to explain complex information clearly and confidently over the phone or in writing
  
• A customer focused approach, with the ability to manage challenging or sensitive conversations professionally
  
• Sound judgement and the ability to work within legislative and policy frameworks
  
• Strong attention to detail and commitment to accurate recordkeeping
  
• The ability to manage competing priorities and work collaboratively as part of a team

Essential requirements

• Proven ability to manage complex and sensitive customer matters
  
• Excellent written and verbal communication skills
  
• Previous experience in case-management or debt-management.

When Applying

Provide a cover letter (maximum 2 pages) and resume (maximum 5 pages) that outline your experience and how you meet the role’s key capabilities.

Further Information

Salary Grade 5/6, with the base salary for this role starting at $102,936 base plus superannuation

Click Here to access the Role Description.

For enquiries relating to recruitment please contact Jyostna Channamadhvuni via Jyostna.Channamadhvuni@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.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Tuesday, 27 October 2026 at 11:59 pm

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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