Tired of meaningless policy work and sugar-coated reports?
This role puts you on the front line of real feedback—raw, unfiltered, and often confronting. As a Ministerial & Feedback Officer, you’ll handle complaints that matter and push for real change. It’s not for the faint-hearted—but if you’re ready to make the system better from the inside, read on.
With a competitive salary ranging from AUD $113,574 to $125,720, this ongoing full-time role is based in Liverpool and offers a flexible hybrid work arrangement. Dive into the world of public service and make a difference while enjoying a balanced work-life schedule.
For more insights on navigating NSW Government recruitment, check out our Unofficial Guide to Mastering NSW Government Recruitment and download the free NSW cover-letter template to get started.
Table of Contents
Ministerial Feedback Officer Salary and Overview
| Position Title | Ministerial & Feedback Officer |
| Organisation / Entity | Department of Communities and Justice |
| Location | Liverpool |
| Work Type | Full-Time |
| Base Pay | AUD $113,574 – $125,720 |
| Closing Date | 10/08/2025 |
About the Ministerial Feedback Officer at Department of Communities and Justice
As a Ministerial & Feedback Officer, you will be at the forefront of resolving sensitive and complex complaints, including those referred by the Minister, Members of Parliament, and the NSW Ombudsman. This role requires a high level of professionalism, as you will manage the end-to-end resolution of complaints and feedback, ensuring that all actions meet legislative compliance and procedural obligations.
You will coordinate case management, assess complex service issues, and deliver high-quality written responses on behalf of the Department. Your role will also involve approving or declining the closure of complaints while upholding the principles of natural justice and procedural fairness. Additionally, you will identify and report on emerging trends, risks, and system issues to help shape service improvements.
The position demands strong written and verbal communication skills to respond clearly and professionally to a broad range of stakeholders. You will also need to maintain transparent records of all work undertaken, ensuring accuracy and relevance of data to assist in monitoring and evaluating unit processes and performance indicators.
Why Ministerial Feedback Officer Is a Great Opportunity
This role offers a competitive salary and the chance to work in a flexible, hybrid environment.
- Competitive salary starting from $113,000 plus super
- Ongoing full-time employment
- Flexible hybrid work arrangement, with time split between on-site and remote work
- Opportunity to work on meaningful projects that make a real impact in the community
- Access to training and development to support your career growth
- Health and wellbeing initiatives, including a 24/7 Employee Assistance Program
Application Requirements for Ministerial & Feedback Officer
DCJ Application Process
If you want to be seriously considered for this role, you must follow the application instructions exactly. Government roles are competitive, and even small mistakes—like missing documents—can mean your application is skipped entirely.
What you need to submit:
- Cover Letter (max 2 pages):
This is the deal-breaker. It’s not just a formality—it’s your main chance to stand out. Use clear, tailored STAR method examples that prove you’re the right person for the job. Generic summaries won’t cut it. - Résumé (max 5 pages):
Focus on relevant, recent experience. Highlight the skills and outcomes that connect directly to the role.
Don’t let a great opportunity slip away because of a rushed or vague application. Put the effort into your cover letter—it’s where shortlists are made or lost.
To get started, download the free NSW Government job application template here.
What to Include in Your Ministerial Feedback Officer Cover Letter
To apply for the Ministerial Feedback Officer position, use your cover letter to introduce yourself to the Hiring Manager and clearly explain how your experience relates to this role. In your cover letter, make sure to use the exact language from the job ad wherever possible.
For this role, you must address all of the following capabilities that are listed in the job ad under “What we’re looking for”:
- Strong written and verbal communication skills to respond clearly and professionally to a broad range of stakeholders
- Proven ability to resolve issues that fall outside of standard procedures through sound judgment and critical thinking
- The ability to manage challenging clients in a professional and respectful manner
- The ability to maintain knowledge of departmental policies, legislation, and complaint resolution frameworks
Ministerial Feedback Officer Application Checklist
| ✅ | Read the full job ad — Open the listing on I Work for NSW and make sure it’s a role you’re genuinely interested in. |
| ✅ | Want to apply? — Just copy the job ad URL and submit it via the Write It For Me form to get started right away. |
| ✅ | Let me do the hard part — I’ll prepare your complete application pack, tailored specifically to the role |
| ✅ | Fill in your story — You’ll receive pre-filled, easy-to-use documents with prompts to help you add your personal experience and examples. |
| ✅ | Get expert review — Send it back for a final polish from someone who’s worked on real government hiring panels. |
| ✅ | Apply with confidence — Submit a professional application that meets all the criteria—and positions you as a standout candidate. |
Candidate Profile — Ministerial Feedback Officer DCJ
Graeme is currently a Customer Resolutions Manager at a major telecommunications company, where he leads a small team focused on managing escalated complaints, regulatory enquiries, and ombudsman matters. Over the past five years, he has built a reputation for handling complex and high-stakes issues involving vulnerable customers, billing disputes, and systemic service failures. His role requires him to draft formal responses for executive sign-off, liaise with external regulators, and ensure compliance with consumer law and industry codes. Graeme’s strong analytical and writing skills, along with his ability to de-escalate sensitive situations, have been instrumental in reducing complaint volumes and improving internal handling procedures.
Earlier in his career, Graeme worked in quality assurance and service improvement roles, where he conducted root cause analysis of customer complaints and collaborated with product and policy teams to drive change. His private sector experience has given him a strong understanding of procedural fairness, risk mitigation, and client-focused service delivery in high-pressure environments. He is now eager to apply his skills in a government context, where he can contribute to fair and transparent outcomes for the public and help strengthen trust in public services.
MinisterialFeedback Officer Example Cover Letter
Dear Hiring Manager,
I am writing to express my interest in the Ministerial & Feedback Officer role with the Department of Communities and Justice (DCJ). With more than five years’ experience leading high-risk complaint resolution in the telecommunications industry, I bring a strong foundation in client-focused service delivery, executive correspondence, and issue management. I am now seeking to apply these skills in a public sector context where fair outcomes, procedural transparency, and continuous improvement are central to the role.
Strong written and verbal communication skills have been critical to my success in managing escalated complaints and regulatory matters. In my current role as Customer Resolutions Manager at ComNet Telecommunications, I lead responses to complaints referred by executives, legal teams, Members of Parliament and external regulators. My work involves preparing high-level written responses for formal sign-off, often involving emotionally charged or politically sensitive matters. I prioritise clarity, structure, and empathy in my writing—ensuring stakeholders feel heard while accurately communicating policy positions and resolutions. One response prepared for a Parliamentary referral recently received direct positive feedback from the MP’s office and was later used as a training example for internal staff.
Sound judgment and critical thinking have been essential in resolving issues that fall outside of standard procedures. I frequently encounter complaints that don’t align neatly with internal policy but require a fair and reasonable outcome. In one matter involving a vulnerable customer and a long-standing billing issue, I recommended a policy exception based on fairness and documentation that demonstrated internal service failure. I engaged with legal and compliance teams to manage risk, resulting in a tailored resolution and subsequent changes to policy wording to allow greater discretion in similar future cases.
The ability to manage challenging clients professionally has been a key strength developed through years of working with high-stress escalations. I have managed cases involving verbally aggressive customers, complex service failures, and multi-agency complaints. My approach is grounded in empathy, active listening, and firm boundaries. I maintain a calm and respectful tone, even under pressure, and document all interactions clearly to support transparency. This approach has not only improved resolution rates but also reduced escalations to the ombudsman and legal departments.
Maintaining up-to-date knowledge of complaint handling frameworks, policies and legislation is a core part of my current role. I led the review and update of our complaint-handling procedures following changes to ACMA regulations, including conducting internal audits, revising workflows, and delivering staff training. I stay informed through industry briefings, internal compliance updates, and regular engagement with our legal and risk teams. This knowledge ensures that complaint resolutions are not only fair but also compliant with legal and procedural obligations.
I am confident that my experience in high-stakes complaint management, combined with my strong writing and decision-making capabilities, make me a strong fit for this opportunity. I am excited by the chance to contribute to DCJ’s commitment to service quality and public trust.
Thank you for considering my application. I would welcome the opportunity to further discuss how I can support the work of your team.
Kind regards,
Graeme
How to Use the STAR Method for Ministerial & Feedback Officer Applications
The STAR method is the most widely accepted format for responding to selection criteria and government job application questions. It helps structure your examples clearly and persuasively, showing not just what you did—but how you did it and what the outcome was.
STAR stands for:
- S – Situation: What was the context or background?
- T – Task: What was your role or objective?
- A – Action: What specific steps did you take?
- R – Result: What was the outcome or impact?
Using STAR ensures your responses are evidence-based, outcome-focused, and relevant to the capabilities being assessed.
Example: Demonstrating Sound Judgment and Critical Thinking
Let’s break down one paragraph from Graeme’s cover letter to see how the STAR method is used implicitly:
“Sound judgment and critical thinking have been essential in resolving issues that fall outside of standard procedures. I frequently encounter complaints that don’t align neatly with internal policy but require a fair and reasonable outcome. In one matter involving a vulnerable customer and a long-standing billing issue, I recommended a policy exception based on fairness and documentation that demonstrated internal service failure. I engaged with legal and compliance teams to manage risk, resulting in a tailored resolution and subsequent changes to policy wording to allow greater discretion in similar future cases.”
S – Situation: A vulnerable customer was caught in a long-standing billing issue not covered by standard policy.
T – Task: Graeme’s responsibility was to resolve the issue fairly while considering procedural and compliance risks.
A – Action: He reviewed documentation, identified internal service failure, consulted with legal and compliance, and recommended a policy exception.
R – Result: The customer received a fair resolution, and the organisation updated its policy to allow greater discretion in similar cases.
This is exactly the kind of real-world, outcome-driven example government recruiters are looking for. It shows judgment, initiative, collaboration, and systems thinking—all in one short paragraph.
For more guidance on using the STAR method, check out our STAR Method Guide.
Get Your Ministerial & Feedback Officer Application Done Right—Without the Stress
Sick of second-guessing what government recruiters actually want?
Tired of spending hours on an application, only to get radio silence?
The Write It For Me service takes away the stress, confusion, and frustration. You’ll get a professionally written, tailored application that hits all the right notes—clear STAR examples, aligned capabilities, and exactly what selection panels look for.
No more trying to decode confusing role descriptions. No more wasting time wondering if you’re saying the right thing.
Just a standout application—done for you.
You’ll never approach a government job the same way again.
