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Customer Service Representative
Customer Service Representative – All Service Centre Locations
Title : Customer Service Representative (Service Centres)
Salary : Service NSW Grade 3/4 ($64,592 – $78,769 plus employer’s contribution to superannuation and annual leave loading)
Immediately available Locations: Bondi, Wynyard, Haymarket, Marrickville
Employment Status : Full-time and Part-time – ongoing and temporary opportunities
This recruitment will be used to fill current vacancies and to create a Talent Pool for opportunities that arise over the next 18 months at all Service Centre locations across NSW. See a full list of Service NSW Service Centre locations here: Find Locations. You will have the chance to provide your preferences for both options throughout the assessment process
Please note – We are running multiple recruitment campaigns for the same role across different locations . If you have recently applied for a Customer Service Representative role at a different location, you will not need to reapply. Additionally, if you are already on the talent pool for the above role, you will not need to apply and be assessed again.
About the opportunity:
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 interact with customers completing timely, efficient, transactions and provide information and guidance on accessing a range of services. You will also be comfortable working to KPI’s achieving individual and team goals.
Key accountabilities:
- Create a positive relationship in all customer interactions across a range of interaction channels, maintaining a professionally courteous and friendly manner in line with Service Level Agreements to ensure customer satisfaction as a priority
- Provide accurate, effective and high-quality customer service consistent with the Agency’s vision, mission, values, practices and procedures to ensure optimal service delivery and a positive customer experience
- Research, analyse and resolve enquiries from a variety of channels including electronic/digital, phone and/or face to face to resolve enquiries in a timely manner or transfer to an appropriate channel/s for effective resolution
- Acknowledge, accurately record and resolve customer complaints and escalate unresolved and complex issues through appropriate channels to ensure timely and effective outcomes for customers
- Provide advice & assistance to build customer capability regarding products and services
- Perform administrative activities, including the creation and update of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery
- Contribute to improvement initiatives by identifying opportunities and proposing new ideas to improve the efficiency of work processes and support a continuous improvement service delivery environment
Hours of work
Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here.
The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30am – 3:30pm (Saturdays). In some situations, you may be required to work during these hours. Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays. Full time: 70 hours per fortnight & part time: 40 hours per fortnight.
We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.
S alary
Service NSW Grade 3/4 – base salary for this role ranges between $64,592 – $78,769 (pro-rata) plus employer’s contribution to superannuation.
How t o A pply
Provide a covering letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description). Detailed instruction for how to prepare your application can be found here.
About Service NSW
Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.
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.
Further Information
For enquiries relating to the role please contact servicecentrecareers@service.nsw.gov.au.
For enquiries relating to recruitment please contact Lauren Johnson via lauren.johnson@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.
Working at Department of Customer Service
The Department of Customer Service (DCS) is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
Visit our Careers site to find out what it means to work for us.
You Belong Here
We are committed to diversity, inclusion, and new ways of working. We have 8 million+ reasons to care and want our employees to represent the communities that we serve. You can view our full diversity and inclusion statement here.
For more information, please visitInformation on some of the different types of disabilities
Information on adjustments available for the recruitment process