Customer Service Support Officer

Title: Customer Service Support Officer

Location: Sydney Australia

Job Description:

Clerk Grade: 3/4
Salary range: $ 87,199 - $ 95,482 + superannuation and leave loading
Term: Temp up to Jan 2027, Full-time. A Talent Pool will be created from this recruitment for future opportunities
Location: Newcastle NSW or Camden NSW - Minimum 2-3 days per week in office requirement. Hybrid working arrangements available other days. In office requirement could be subject to change based on applicable DCS workplace policies.

About the team

Subsidence Advisory NSW is an agency within the Department of Customer Service who work to support the community in coal mining areas of New South Wales and are responsible for administering the Coal Mine Subsidence Compensation Act. The team provide expert advice to property owners, government departments and authorities, local councils, community organisations and industries throughout NSW

Your day-to-day

As a Customer Service Support Officer, you will be responsible for providing consistent, high-level, frontline customer service on behalf of the agency. You will also perform business support functions such as record management, project assistance and other services, in a manner that enhances customer satisfaction and supports both internal and external stakeholders.

Please Note:

• The role requires regular, weekly office attendance at our Newcastle (Tuesday and Thursdays) or Camden offices (Wednesday and Thursdays) in line with business requirements.
• This role requires you to be available Monday to Friday between 8.30am - 4.30pm in line with our core operating customer service hours.

Key Responsibilities:

• Provide high level customer service across telephone, email, and face-to-face channels.
• Respond promptly to enquiries from customers (both internal and external) across a wide range of matters, ensuring compliance with applicable legislation and procedures.
• Perform a wide range of administrative tasks within established delegation levels.
• Update and maintain records and databases across various systems.
• Deliver business and project support as required.

To be successful you will have:

• Experience with contact center work and or/ handling customer calls
• Experience using Genesys phone system is preferable but not essential
• Proven ability to be empathetic and professional when dealing with challenging and/or difficult customers will be highly regarded
• Demonstrated proficiency across Microsoft Office programs/ Microsoft 365
• Skills in preparing and writing formal correspondence to internal and external stakeholders.
• Clear communication skills with strong interpersonal skills.
• A high degree of accuracy with information and data entry.
• Ability to competently learn and use ICT and record management systems.
• Capability to comply with business processes and procedures.

Salary Grade 3/4, with the base salary for this role starting at $87199 base plus superannuation

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.

A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies. 

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.