Dispute Resolution Specialist

Dispute Resolution Specialist

Location: Sydney Australia

Reference number

req54988

Occupation

Call Centre Services

Work type

Full-Time

Location

Gosford, Central Coast and Region, Sydney City

Salary Information

$109,166 - $128,706 plus super

Job Description:

Dispute Resolution Specialist

• SNSW Grade 7/8 - $109,166 - $ 128,706 plus super
• Ongoing role
• Location - Roles can be based in McKell, Parramatta or Gosford or another approved Service NSW location. Hybrid and flexible working conditions available

About us

This role sits within the Customer Resolution and Disputes team, which was established to maintain a centralised Service NSW complaints and disputes handling function. The Customer Resolution and Disputes team fosters a culture that is open to disputes, complaints and feedback from customers and the community. We manage disputes and promote and encourage complaints and respond to them fairly and promptly to ensure customers feel heard, respected, and know that their issues are taken seriously.

About the role

The Dispute Resolution Specialist role is responsible for assessing, investigating, and critically analysing policies, legislation, factual information and expert advice, adopting a proactive, solution focused mindset to resolving dispute matters for all residents of NSW.

Your day to day

• Manage and resolve dispute matters, undertaking detailed investigation and analysis to make recommendations, promoting effective outcomes in line with procedures, grant guidelines and relevant delegations
• Build and maintain professional relationships with stakeholders across NSW Government and Service NSW, working collaboratively and providing Subject Matter Expertise where required
• Proactively maintain up-to-date knowledge and understanding of relevant legislation, policy, and procedures to effectively deliver dispute resolution outcomes

About you

• You have strong experience in administrative decision making (such as grants administration or dispute resolution), including knowledge of Grants Administration Guide policy, Government Financial Services Act 2018, and Australian administrative law principles relating to dispute resolution
• You can coordinate and negotiate with key stakeholders to work collectively to deliver a positive solution in line with legislation and policy requirements
• You have strong communication skills including the ability to explain complex concepts clearly and simply to diverse audiences, and to write clear and concise outcome correspondence to customers
• You can deliver results promptly and proactively, with strong resilience and adaptability to manage high volumes and competing demands
• You actively look for and take advantage of opportunities to develop strengths and demonstrate a commitment to maintaining a high level of knowledge on current legislation and policies relating to your role.