Senior Disputes Coordinator - NSW Rental Commission

Grade: Clerk Grade 9/10
Salary: $125,693 - 138,510 + Superannuation
Duration: Ongoing, full time
Location: Sydney, 2-3 days per week (Monday and Wednesday landing days).

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.

Apply Today

Join us in making a difference in the rental sector and ensuring a fair and equitable rental experience for all.

To start your journey towards your future submit your CV for review (no more than 5 pages) and a cover letter (no more than 2 pages) providing information addressing the essential requirements above and demonstrating your capability for the role.

Salary Grade 9/10, with the base salary for this role starting at 125,693 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Gabriella Schulzer via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Monday 28th April 2025 [9:59am]

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

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The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

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We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected] or 02 9494 8351.

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