Customer Service Representative - Contact Centres

Service NSW is seeking Expression of Interest to create a Talent Pool for part time and full time ongoing and temporary Customer Service Representative roles, which may become available in the future within our Contact Centres.

Location: Newcastle, Parramatta, Gosford, Lithgow and Maitland Contact Centres.

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.

About you

Our business is rapidly growing and we are searching for proactive and motivated talent to join our contact centre teams.

To step into the Customer Service Representative role, you are someone who is passionate about delivering a great customer experience, every day in every way. You enjoy providing high quality customer service and being the first point of contact in a contact centre environment. You will also be comfortable working to KPIs achieving individual and team goals.

Your remuneration

SNSW Grade 3/4 - The package includes the base salary range of ($61,554to $75,064), plus employer's contribution to superannuation and annual leave loading.


You will be responsible to deliver services that provide timely, accurate and efficient information and assistance to the customers of NSW, ensuring high levels of customer service delivery and the provision of a quality customer experience which is easy, convenient and secure as possible.

Undertake administrative work to support the provision of service delivery as required.

Key Accountabilities

Provide timely, high quality customer service to customers consistent with Service NSW vision, mission and values, as assessed by internal reviews and customer feedback.

Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.

Liaise with agencies regarding the referral of complex enquiries and transactions.

Perform administrative activities to support the provision of service delivery.

Acknowledge, resolve and record customer complaints and escalate any unresolved issues. Undertake routine system searches, input and extract data using available computer systems. 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.

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: 7th August @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. Employment to Service NSW is subject to a satisfactory national criminal record check.

Service NSW is passionate about building a culture that values and supports diversity and inclusion. Service NSW encourages applications from people with disability, Aboriginal and Torres Strait Islanders, LGBTQI and people from culturally and linguistically diverse backgrounds.

27/07/2020 $0 Newcastle, Maitland & Hunter 1 Call Centre & Customer Service
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