Dispute Resolution Specialist – NSW Rental Commission
Grade: Clerk Grade 7/8
Salary: $110,266 - $122,058 + Superannuation
Duration: Ongoing
Location: Sydney, 2-3 days per week (Monday and Wednesday landing days).
Closing date: Friday 14th March 2025
About the Team
Do you want to make a difference in NSW's rental market? Join the Office of the Rental Commissioner at NSW Fair Trading. We are seeking a dispute resolution specialist to support case management of complex tenancy matters to support our network of stakeholders and customers. This role is part of a specialist team to support the core business of NSW Fair Trading to provide high quality tenancy advice information and dispute resolution services.
Your Responsibilities
1. Undertake detailed investigations and analysis of dispute matters and make recommendations to promote effective outcomes according to procedures, grants guidelines and relevant delegations.
2. Proactively research, interpret and apply legislation to identify opportunities to continually improve efficiency and effectiveness of compliance and governance systems.
3. Provide high quality case management and specialist advice, assisting parties to improve communication, clarify issues and explore potential solutions and find mutually acceptable outcomes.
4. Provide subject matter expertise to internal and external stakeholders to promote confidence and trust in mediation and resolution principles.
5. Identify, recommend, and implement continuous improvement initiatives to improve performance levels to meet business objectives and to better meet legislative and compliance requirements.
6. Analyse and provide advice about emerging issues which present through client interaction to inform decision making.
7. Manage and resolve dispute matters driving evidence-based decision making and communicating the outcome of decision with customers and appropriate stakeholders.
8. Maintain up-to-date knowledge and understanding of relevant legislation, policy and procedure to meet stakeholder needs and facilitate effective complaints management and dispute resolution practices.
9. Maintain accurate records of dispute resolution processes, including agreements reached, decisions made, and any follow-up actions required, including preparing detailed reports for stakeholders and management as necessary.
10. Provide support to develop and maintain a supportive culture and collaborative team environment and build internal expertise and capability to ensure delivery of high-quality dispute resolution services.
11. Provide advice on programs, initiatives and opportunities for service improvement, enhanced customer experience to support change and business improvement.
About You
1. Experience in applying legislation to deliver consumer outcomes.
2. Excellent communication and interpersonal skills, with the ability to interact effectively with a diverse range of stakeholders.
3. Strong analytical and problem-solving skills, with the ability to make sound decisions based on inspection findings.
4. High level of attention to detail and accuracy in documentation and reporting.
5. Ability to work independently and as part of a team in a fast-paced environment.
Essential Requirements
1. Demonstrated experience and knowledge of case management practice and procedure in a dispute resolution environment.
Desirable
1. Strong knowledge of rental regulations and standards in New South Wales.
2. Experience in property management, maintenance or tenancy law.
Apply Today
Join us in making a difference in the rental sector and ensuring a fair and equitable rental experience for all.
To start your journey towards your future submit your CV for review (no more than 5 pages) and a cover letter (no more than 2 pages) providing information addressing the essential requirements above and demonstrating your capability for the role.
Salary: Grade 7/8, with the base salary for this role starting at $110,266 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: Friday 14th March 2025 (10:00am)
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 02 9494 8351.
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