NSW Department of Customer Service43 followers539 jobs

Senior Customer Resolution Team Leader

SeniorFull-timeHybridMangrove Mountain NSW 2250, AustraliaSydney NSW, AustraliaPosted 5 days agoVerified 2 days ago
Pending fitX of Y criteria met

About the job

The Senior Customer Resolution Team Leader is a vital position within the Enterprise Risk and Enablement Division, leading a dynamic frontline complaints team at Service NSW. This job focuses on managing and resolving escalated complaints, ensuring a positive and supportive work environment while driving results against set service level agreements. The team thrives on collaboration, empathy, and a commitment to delivering exceptional customer service, making a real impact in the community.

You'll be responsible for

🚀

Leading a frontline team

Overseeing a busy team responsible for resolving complex and escalated complaints from Service NSW customers.
🌱

Coaching and mentoring staff

Providing guidance and support to team members, implementing strategies for effective complaints handling.
🔗

Building stakeholder relationships

Maintaining professional networks with stakeholders to ensure productive and efficient resolution of customer complaints.

Key criteria

👥

Experience leading frontline teams

Proven experience leading a frontline complaints team of 5+ members.

View

📜

Complaint resolution expertise

Demonstrated understanding of complaint resolution processes and legislation.

View

🗣️

Strong communication skills

Excellent written and verbal communication skills for effective stakeholder engagement.

View

View more

Meet the team

About the company

  • Explore
    • Jobs
    • Companies
    • People
    • Communities
    • Hatch Hotlist 2026
  • Hiring
    • Permanent hires
    • Student placements
  • Resources
    • Blog
    • Community stories
    • Career advice
    • Customer stories
    • Help centre
  • Hatch
    • About
    • Careers
    • Contact
    • Hatch updates
    • Media enquiries
  • © 2026 Hatch
  • Privacy
  • Terms

A meaningful career starts with a match

Get started
Apply on NSW Department of Customer Service
You'll apply on an external website
Think you're a good fit?See what the hiring team are looking for

View your fit

4 criteria for this job
Experience leading frontline teams
Proven experience leading a frontline complaints team of 5+ members.

View

Complaint resolution expertise
Demonstrated understanding of complaint resolution processes and legislation.

View

Strong communication skills
Excellent written and verbal communication skills for effective stakeholder engagement.

View

Knowledge of policies and regulations
Experience with relevant policies and compliance obligations in customer service.

View

Similar jobs

View all
Queensland Government
Queensland Government
Senior Customer Service ManagerBeaudesert, QLD · Full-time
This job is about supporting Housing and Homelessness Services to deliver essential housing solutions through Housing Service Centres. The work performed makes a significant impact on individuals' lives every day, showcasing the importance of this role. The team fosters a culture of communication, collaboration, and continuous improvement, ensuring that everyone works together towards common goals.
NSW Department of Customer Service
NSW Department of Customer Service
Senior Payroll Team LeadGoulburn, NSW · NSW · Full-time
The Senior Payroll Team Lead position is an exciting opportunity to lead a dynamic team in delivering efficient and customer-focused payroll services. This role is crucial for ensuring high standards of service and professionalism while managing complex payroll matters. The team thrives on collaboration and innovation, working together to streamline processes and enhance the experience for over 100 agencies across New South Wales.
NSW Department of Customer Service
NSW Department of Customer Service
Senior Customer Resolution Team LeaderMangrove Mountain, NSW · Sydney, NSW · Full-time
The Senior Customer Resolution Team Leader is an exciting opportunity to lead a dynamic frontline complaints team within Service NSW’s Customer Resolution and Disputes Team. This role is crucial for managing and resolving escalated complaints, ensuring a positive experience for customers while fostering a supportive team environment. The team thrives on collaboration and is dedicated to delivering exceptional service, making a real impact in the community.
REA Group
REA Group
Senior Customer Support ManagerRichmond, VIC · Full-time
The Senior Customer Support Manager is a pivotal job at REA, where you will steer day-to-day operations and lead leaders to foster a strong growth culture. This position is crucial in delivering exceptional customer service and ensuring a seamless support experience across various products and channels. The team thrives on collaboration and innovation, making a real impact in the customer journey.