The State Insurance Regulatory Authority (SIRA) is looking for an Assistant Customer Support Officer to join our team!
The Opportunity
- Ongoing clerk grade 5/6 opportunity
- Hybrid opportunity based in Gosford – In office requirement minimum 2 days per week which could be subject to change on applicable DCS workplace policies.
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Salary Range $99,938 - $110,271 + super, commensurate with experience
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Excellent career development and learning opportunities
- Play a key role in empowering people who have been injured at work to understand their choices, rights and responsibilities in the NSW Workers Compensation Scheme.
About The Team
This is an exciting opportunity to work in the State Insurance Regulatory Authority (SIRA) which regulates three statutory insurance schemes in NSW. The role sits more specifically in the Workers Compensation Assist team within the Customer, Data and Delivery division of SIRA.
Understand more about SIRA - here.
About the role
As an Assistant Customer Support Officer, you will manage a portfolio of cases, playing a vital role in contacting people who have been injured at work at key milestones during their workers’ compensation claim. These calls aim to educate and empower people who have been injured at work by providing essential information and options to facilitate their recovery while discussing the next steps in their claim and return to work.
You will be part of a small, highly motivated team with a supportive culture.
Your responsibilities will include:
- Contacting people who have been injured at work to explain the NSW Workers Compensation Scheme to provide tailored information and impartial support
- Applying relevant knowledge relating to workers compensation legislation, regulations, SIRA’s standards of practice and procedures.
- Facilitating necessary internal and external referrals when customer insights or identified risks require further action.
- Maintaining accurate records to ensure compliance with service standards, ensuring information is correctly stored and easily accessible.
- Contributing to the enhancement of customer experiences within the scheme by reporting on trends and feedback to the broader SIRA for continuous improvement.
About you:
- A customer-focused problem solver who thrives on engaging with a diverse range of individuals, ensuring that all customers have a positive and tailored experience.
- A dynamic professional with exceptional interpersonal skills, demonstrating a proven ability to utilise active listening and effective call management strategies to accurately assess and meet customer needs.
- Experienced in navigating various CRM systems to streamline processes and enhance customer interactions.
- A flexible team player with a demonstrated capacity to support colleagues during competing priorities, ensuring seamless service delivery.
- Confident in engaging with and referring to complex legislation, regulations, SIRA standards of practice and procedures to facilitate customer focused outcomes.
- Possesses a solid understanding of delivering exceptional customer service within a regulatory or legislative environment.
- You will have a good understanding of the NSW Workers Compensation legislation and the return to work programs and obligations for all stakeholders.
This role is ideally suited for case managers or return-to-work advisors who have had recent experience in the NSW Workers Compensation scheme, as well as passionate candidates who have demonstrated success in navigating regulatory environments.
If you want to be part of this unique opportunity in a forward thinking, innovative team that have a passion for making a difference, we would love to hear from you!
What we need from you:
To start your journey towards becoming an Assistant Customer Support Officer, 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.
Salary Grade 5/6, with the base salary for this role starting at $99938 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Vanessa Stanghieri 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: Tuesday 29th July 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.
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 [email protected] or 02 9494 8351.
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