If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast-paced environment, this could be the right role for you. You will provide assistance, advice, source information and deliver customer support services, for multifaceted enquiries and complaints to facilitate the effective operation of the business to ensure outstanding customer service.
- Respond to multifaceted enquiries from customers on a wide range of matters and provide timely, accurate, and consistent advice and information on services via a range of interaction channels, as per organisational processes and standards to ensure optimal service delivery and put the customer at the centre.
- Update and maintain records and databases, complying with service delivery systems and processes, to ensure that all information is accurate, stored correctly and accessible.
- Provide accurate, effective, and high-quality customer service consistent with the Service NSW vision, mission, values, practices and procedures to ensure optimal service delivery and a positive customer experience using multiple customer service channels
- Provide high level advice and assistance to build customer capability regarding products and services.
- Accurately receipt, record and resolve customer complaints and escalated enquiries to ensure timely and effective outcomes for customers.
- Perform administrative activities, including the creation and updating of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery.
- Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes and the implementation of changes in the workplace.
Flexibility is required to work on a rotating roster between the Service Centre’s operational hours 9am to 4pm, Monday to Friday.
Service NSW partners with over 50 government and non-government agencies to offer over 1,200 NSW Government services such as the Cost-of-Living program, Active and Creative Kids, drivers' licences, applications for birth certificates, Housing NSW payments and more.
Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check.
Click Here to access the Role Description. For enquiries relating to recruitment please contact Alyssa Shearman via Alyssa.Shearman@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.
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 Alyssa.Shearman@customerservice.nsw.gov.au or 02 9494 8351.
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Information on adjustments available for the recruitment process