**About the Team **

Do you want to make a difference in NSW's rental market? Join the Rental Team at NSW Fair Trading. We are hiring a Senior Disputes coordinator to coordinate case management of complex tenancy matters to support our network of stakeholders and customers. This role is part of a specialist team to support core business of NSW Fair Trading to provide high quality tenancy advice and dispute resolution services. 

**Your Responsibilities  **

• Coordinate operations of the team to support comprehensive and dispute resolution services for complex tenancy matters in line with legislative and procedural requirements, to meet performance targets and organisational objectives 
• Provide high level advice and support in dispute resolution and escalation processes to achieve effective and timely resolution and optimise service delivery 
• Oversee the activities of direct reports, provide guidance and manage work performance, to ensure they have the knowledge, skills and support to undertake the necessary range of best-practice dispute resolution and case management related activities 
• Identify, recommend, and implement continuous improvement initiatives to improve performance levels to meet business objectives and to better meet legislative and compliance requirements 
• Analyse and provide advice about emerging issues which present through client interaction to inform decision making 
• Contributes to the development, implementation and continual improvement of a strategic, risk-based approach to dispute resolution and case management 
• Develop, promote and foster collaborative relationships with all stakeholders to develop a mutual understanding on complaints management escalation and dispute resolution processes. 
• Provide subject matter expertise to key internal and external stakeholders and customers to ensure effective customer focused delivery of services.  
• Support the development and implementation of training, development and uplift to support high quality resolution of rental disputes.

 

**About You  **

• High level of knowledge of tenancy law and the application of the Residential Tenancy Act (2010)
• Current and extensive technical knowledge of case management practice and procedure in a dispute resolution environment. 
• Extensive experience in delivering sustainable improvements in processes, procedures, and systems in a high-volume case management environment.
• Excellent communication and interpersonal skills, with the ability to interact effectively with a diverse range of stakeholders.
• Strong analytical and problem-solving skills, with the ability to make sound decisions based on inspection findings.
• High level of attention to detail and accuracy in documentation and reporting.

**Essential requirements **

• Tertiary qualifications and/or relevant industry experience.
• Satisfactory criminal records check

**Desirable  **

• Strong knowledge of rental regulations and standards in New South Wales.
• Experience in property management, maintenance or tenancy law. 
• National Mediator Accreditation is desirable  
• Project management experience, particularly in coordinating property management projects and ensuring compliance with rental regulations and standards.