Support Services Specialist

Support Services Specialist
Full Time Temporary up to 2 years
Location - Parramatta, Gosford & Newcastle Contact 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.

Opportunity

We are looking for a candidate with the experience too accurately and efficiently provide information and assistance to customers in determining eligibility, and, as needed, applying for, various NSW Government support services while ensuring that the customer experience is specific, empathic and provides clarity.

Key Accountabilities

*Provide timely, personalised, high quality support to customers to determine eligibility for a variety of Government services, assistance packages and NSW Government Cost of Living initiatives Assist customers with the application process as needed by adopting multichannel delivery methods including face to face, telephone, video and web chat
* Ensure positive customer interactions, maintaining professionalism and providing accurate information that is tailored to the individual customer's situation
* Ensure accurate case notes are recorded from customer interviews
* Make referrals to authorised experts as required
* Work with a variety of information sources from a range of government agencies to find solution for customers
* Assist in Service Centre operations as required
* As a Service Centre team member, perform work as required in line with capabilities to contribute to the success of Service NSW objectives
* Comply with privacy requirements and legislative obligations ensuring 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
* Assist or conduct training and coaching to support achievement of service delivery standards
* Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised


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.

Want to know more


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 Gosford & Central Coast 1 Call Centre & Customer Service
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