Support Services Specialist

Support Services Specialist
Full Time Ongoing
Location - Mount Druitt Service Centre
SNSW Grade 5

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.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service and an expanding network of Service Centres.

We currently partner with more than 50 agencies to offer in excess of 1,000 NSW Government transactions including driver licences, vehicle registration renewals, applications for birth certificates, Senior Cards, Housing NSW payments, fines, contractor licences and many more.

Your remuneration

SNSW Grade 5 The package includes the base salary range of ($77,643 to $81,597), plus employer's contribution to superannuation and annual leave loading.


We are looking for a candidate with the experience to provide accurate and efficient information and assistance to customers in determining eligibility, and, as needed, applying for various NSW Government support services while ensuring that the customer experience provided is specific, clear and empathic.

Key Accountabilities

* Provide timely, personalized, high quality support to customers to determine eligibility for a variety of Government services and assistance packages
* Assist customers with the application process as needed by adopting multichannel delivery methods and make referrals to authorized experts
* Ensure positive customer interactions, maintaining professionalism, and providing and maintaining accurate information tailored to the individual customer's situation within Service Level Agreements
*Work with a variety of information sources from a range of government agencies to find solution for customers and stakeholders
* Perform work in line with capabilities to contribute to the success of the Divisions objectives and assist in Service Centre operations
* Comply with privacy requirements and legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised
* Contribute to the development of new ideas, including the identification of opportunities, to improve the efficiency of work processes and the implementation of changes in the workplace

Please note that employment at Service NSW is subject to a satisfactory Criminal Records Check.

Learn more:

Click Here to access the Role Description.

Applications Close: 26th November @9.59am

When applying you need to:

Provide a covering letter and resume (Resume not exceeding 5 pages) that details your experience and how you meet the capabilities of the role.

Additional information

Part of the assessment process includes additional online capability testing, skills testing or work samples in accordance with the Government Sector Employment Act 2013. A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 12 months.

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment.

If you do require an adjustment during the recruitment process, please notify us on your application form.

16/11/2020 $0 Parramatta & Western Suburbs 1 Call Centre & Customer Service
Apply for this job

Option 1: Use this option if you want to upload a new cover letter and a Resume file

Apply Now ! Send Your Resume