The Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC role handles complaints about lawyers for the Office of the NSW Legal Services Commissioner. The officer gathers information, investigates complaints and works with consumers and legal practitioners by phone and in writing to resolve disputes and support better professional practice.
This guide explains how to apply for Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC through a five-page résumé and a three-page cover letter that answers two targeted questions. Both questions go to the heart of the role: operating in a complaints environment and mediating a fair resolution.
View the official job ad before writing. Strong answers will show how you deal with complex information and strong emotions while keeping your analysis, communication and decisions clear.
Your application checklist
- Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC Role Snapshot
- Application requirements for Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC
- Evidence to include in your Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC application
- How to structure the cover letter and targeted responses
- Help with your Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC application
Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC Role Snapshot
| Role title | Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC |
|---|---|
| Organisation | Office of the NSW Legal Services Commissioner |
| Location | Sydney CBD, with flexible working arrangements |
| Job reference | 85974-44397516 |
| Work type | Ongoing full-time, 35 hours per week |
| Salary | $102,936 to $113,579 plus super and leave loading |
| Closing date | 20 September 2026 at 11:59pm AEST |
| Official job ad | View the official job ad |
Application requirements for Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC
The cover letter is the main assessment document. It must answer both targeted questions and briefly show how you meet the broader role requirements, so plan the page space before you draft.
- Up-to-date résumé, maximum 5 pages
- Cover letter, maximum 3 pages
- Responses to 2 targeted questions within the cover letter
Appointment is subject to a National Criminal History Record Check. Keep that condition outside the document list and focus the written application on your evidence.
Evidence to include in your Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC application
The panel needs evidence that you can handle a large complaint caseload with sound judgement and sensitive communication. Examples should show the legal or regulatory context, the parties involved, the decision or resolution process and the quality of your written work.
| What the role needs | How to show it |
|---|---|
| Legal regulatory or complaints experience | Describe the complaints, legislation and complex correspondence you handled. |
| Conflict resolution, negotiation and mediation | Use an example where you clarified interests, managed disagreement and helped parties reach an outcome. |
| Large caseload and deadline management | Explain how you triaged matters, tracked commitments and stayed calm under pressure. |
| Strong written communication | Show how you prepared a clear submission, decision, case note or complex letter for its intended reader. |
How to structure the cover letter and targeted responses
The application requires a three-page cover letter that includes two targeted responses. Three pages is the maximum. The table below shows how to keep the role summary concise and reserve enough space for the questions.
| Cover letter section | What to include |
|---|---|
| Opening paragraph | Summarise your legal, regulatory or complaint-handling experience and interest in the OLSC. |
| Broader requirements | Briefly address caseload management, written communication and conflict resolution. |
| Targeted question 1 | Please tell us about how your previous experience (ideally in a legal, regulatory or complaints handling environment) provides skills necessary for the advertised position, particularly in dealing with any challenges that you foresee in working in a complaint handling environment. Connect your background to the emotional, legal and workload challenges of complaints work. |
| Targeted question 2 | Please detail the key factors you consider important in attempting to mediate and resolve a dispute. Explain your method and illustrate it with a dispute you helped progress or resolve. |
| Closing paragraph | Confirm your readiness to manage complaints fairly, communicate sensitively and produce strong written work. |
What strong complaint-resolution evidence looks like
- Respectful handling of complainants and practitioners
- Clear use of legislation or regulatory policy
- A structured approach to mediation
- Calm caseload management under pressure
- Written outcomes that parties can understand
Help with your Resolution and Investigation Officer – Clerk Grade 5/6 – OLSC application
Use the first question to show your fit for the environment and the second to explain your dispute-resolution method. The official job ad should guide the final check.
Team 3Thirty offers professional NSW Government application support for applicants who want help shaping complex complaint and mediation examples.