Job Description
Department of Customer Service
Reference number
req49435
Occupation
Administration and Clerical
Work type
Full-Time
Location
Sydney - Greater West
Salary Information
$84,659 - $92,701 + Super
Closing date
26 March 2026 at 10:00am
Mediation Support Officer
Clerk Grade: 3/4
Employment Type: Ongoing, Full-Time
Location: Parramatta or Gosford - Minimum office presence required (2-3 days), with hybrid and flexible working conditions available
Base Salary: $84,659 - $92,701 per annum plus Superannuation
Branch and Division: Fair Trading Strata & Property Services
This role sits within the NSW Fair Trading Division in the Strata and Property Taskforce team.
About the team
The mediation team forms part of Fair Trading Strata and Property Services and works across Fair Trading to ensure fair, risk-based and impactful regulation of the strata and property industry in NSW.
The main focus of the team is to provide a free alternative dispute resolution service for residents of NSW who live in or own a property in strata and community schemes, retirement villages and residential land lease communities. This high performing team consistently resolves or partially resolves close to 70% of disputes and we are looking for people to help us to run the best mediation service in Australia.
Your day-to-day
Deliver high-quality administrative and coordination support to ensure mediation activities run smoothly, including maintaining accurate records, managing communications, and supporting end‑to‑end process efficiency.
Assist mediation team by ensuring parties are prepared for mediation and maintain records.
Respond to enquiries by providing accurate information and escalate or redirect matters where appropriate to ensure timely and effective resolution.
Collaborate with other mediators and coordinator to ensure an effective and quality dispute resolution outcome, including exploring new ways to enhance Fair Trading’s support for people seeking to resolve disputes
Maintain and update records and databases in line with organisational systems and procedures, ensuring all information is accurate, securely stored, and easily accessible.
Provide administrative assistance and training where required for new staff members
Assist in community and stakeholder engagement activities
Key challenges:
Produce high volume and high-quality work in handling disputes in a timely manner
Maintaining neutrality while demonstrating empathy for customers with diverse needs and backgrounds
To be successful in this role you will demonstrate:
Strong communication skills including the ability to explain complex concepts clearly and simply to diverse audiences, and to write clear and concise correspondence
Self-directedness in actively looking for opportunities to develop strengths, and demonstrate a commitment to maintaining a high level of knowledge on current legislation and policies relating to your role
Excellent time management and organisational skills
Eager to learn team processes and legislation
Focus on providing a positive customer experience
Ability to work collaboratively with internal and external customers
What we need from you
To start your journey towards joining our team please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages).
In your cover letter please share your motivation for applying for this position and your relevant skills.
A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.
Salary Grade 3/4, with the base salary for this role starting at $84659 base plus superannuation
For enquiries relating to recruitment please contact Judy Torres via Judy.Torres@customerservice.nsw.gov.au.
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: Thursday, 26th March 2026 (at 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.
Belong in our diverse and inclusive workplace
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.
You can view our full diversity and inclusion statement here.
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 Judy.Torres@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
Reference number
req49435
Occupation
Administration and Clerical
Work type
Full-Time
Location
Sydney - Greater West
Salary Information
$84,659 - $92,701 + Super
Closing date
26 March 2026 at 10:00am
Mediation Support Officer
Clerk Grade: 3/4
Employment Type: Ongoing, Full-Time
Location: Parramatta or Gosford - Minimum office presence required (2-3 days), with hybrid and flexible working conditions available
Base Salary: $84,659 - $92,701 per annum plus Superannuation
Branch and Division: Fair Trading Strata & Property Services
This role sits within the NSW Fair Trading Division in the Strata and Property Taskforce team.
About the team
The mediation team forms part of Fair Trading Strata and Property Services and works across Fair Trading to ensure fair, risk-based and impactful regulation of the strata and property industry in NSW.
The main focus of the team is to provide a free alternative dispute resolution service for residents of NSW who live in or own a property in strata and community schemes, retirement villages and residential land lease communities. This high performing team consistently resolves or partially resolves close to 70% of disputes and we are looking for people to help us to run the best mediation service in Australia.
Your day-to-day
Deliver high-quality administrative and coordination support to ensure mediation activities run smoothly, including maintaining accurate records, managing communications, and supporting end‑to‑end process efficiency.
Assist mediation team by ensuring parties are prepared for mediation and maintain records.
Respond to enquiries by providing accurate information and escalate or redirect matters where appropriate to ensure timely and effective resolution.
Collaborate with other mediators and coordinator to ensure an effective and quality dispute resolution outcome, including exploring new ways to enhance Fair Trading’s support for people seeking to resolve disputes
Maintain and update records and databases in line with organisational systems and procedures, ensuring all information is accurate, securely stored, and easily accessible.
Provide administrative assistance and training where required for new staff members
Assist in community and stakeholder engagement activities
Key challenges:
Produce high volume and high-quality work in handling disputes in a timely manner
Maintaining neutrality while demonstrating empathy for customers with diverse needs and backgrounds
To be successful in this role you will demonstrate:
Strong communication skills including the ability to explain complex concepts clearly and simply to diverse audiences, and to write clear and concise correspondence
Self-directedness in actively looking for opportunities to develop strengths, and demonstrate a commitment to maintaining a high level of knowledge on current legislation and policies relating to your role
Excellent time management and organisational skills
Eager to learn team processes and legislation
Focus on providing a positive customer experience
Ability to work collaboratively with internal and external customers
What we need from you
To start your journey towards joining our team please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages).
In your cover letter please share your motivation for applying for this position and your relevant skills.
A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.
Salary Grade 3/4, with the base salary for this role starting at $84659 base plus superannuation
For enquiries relating to recruitment please contact Judy Torres via Judy.Torres@customerservice.nsw.gov.au.
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: Thursday, 26th March 2026 (at 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.
Belong in our diverse and inclusive workplace
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.
You can view our full diversity and inclusion statement here.
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 Judy.Torres@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
💡 Quick Summary
Seeking a career-building opportunity? The Mediation Support Officer position is now open for candidates interested in the Customer Care sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.