Introduction
The Customer Resolution Officer at NSW Fair Trading deals with complex strata and property complaints. The work calls for balanced communication with consumers and traders, accurate case records and decisions informed by legislation.
For how to apply for Customer Resolution Officer, prepare a cover letter of no more than two pages and a resume of no more than five pages. Use the letter to show a complaint you managed through investigation, stakeholder contact and a fair resolution. View the official job ad for the current form and deadline.
This is an ongoing role with hybrid arrangements. The application should show how you apply regulatory requirements in practice while keeping customers informed and case notes clear.
Customer Resolution Officer role snapshot
| Role | Customer Resolution Officer |
|---|---|
| Organisation | NSW Fair Trading, Department of Customer Service |
| Location and work type | Parramatta or regional offices including Wollongong, Gosford and Newcastle; two to three office days per week |
| Salary or grade | Clerk Grade 5/6, $102,936 to $113,579 plus superannuation |
| Job ID | 600604 |
| Closing date | Tuesday 6 October 2026 at 9:59am |
| Official vacancy | View the official job ad |
Application requirements for Customer Resolution Officer
Prepare the written components below, then check the official form for current instructions.
- cover letter, maximum two pages, outlining your experience against the role’s key capabilities
- Resume, maximum five pages
The letter is the place to explain your judgement in one substantial case rather than repeating the resume.
Eligibility and work conditions
The vacancy describes two to three office days each week at an approved location. Check the current work-location arrangement before applying.
What to highlight for Customer Resolution Officer
NSW Fair Trading needs to see how you balance consumer and trader perspectives while applying strata or property rules fairly.
| Candidate evidence area | How to demonstrate it |
|---|---|
| Dispute resolution | Explain how you assessed a complaint and worked toward a sustainable outcome. |
| Regulatory interpretation | Show how a legislative or policy requirement shaped your advice. |
| Case management | Describe how you kept records complete and met competing timeframes. |
| Stakeholder communication | Show how you handled disagreement while treating both parties fairly. |
Example application structure for Customer Resolution Officer
Use the two-page letter for one substantial dispute case and a shorter example of case management or service improvement. Follow the document and response limits above.
| Section or response | What to include |
|---|---|
| Opening | Name your relevant consumer, property or regulatory complaint experience. |
| Main case | Follow one complex complaint through facts, policy, negotiation and outcome. |
| Second evidence point | Show a practical improvement to case tracking or complaint handling. |
| Close | Connect your approach to Fair Trading’s consumer and business remit. |
What the panel will want to see in your examples
- Balanced treatment of consumers and traders
- Accurate case documentation
- Confident application of legislation or policy
- A clear resolution or escalation decision
Before you submit
Recheck the 9:59am closing time; this is a morning deadline rather than an end-of-day one. Return to the official vacancy to check and submit your application.
Help with your Customer Resolution Officer application
If your complaints work spans several industries, Team 3Thirty can help show the regulatory judgement most relevant to this Fair Trading role. Use the free NSW cover letter template to plan your draft, or request application support for this vacancy.