Middle Office Customer Services Officer - Admin

Middle Office Customer Services Officer - Admin
Full Time Temporary (Talent Pool to be created)
Location - Parkes Business Centre
SNSW Grade 2/3

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 2/3- The package includes the base salary range of ($53,464 - $67,440), plus employer's contribution to superannuation and annual leave loading.


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

You will be communicating through email, telephone and mail to NSW customers on a variety of NSW Government services provided by Service NSW

Key Accountabilities

* Collect, open and sort incoming and returned mail received from internal and external customers
* Sort, distribute and post outgoing mail to internal and external customers
* Written and verbal communication with internal and external stakeholders providing ongoing support
* 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
* Provide timely, high quality customer service to customers consistent with Service NSW vision, mission and values, as assessed by internal reviews and customer feedback.
* Operate the telephony and other communication systems alongside agency-specific technology systems with accuracy and efficiency Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority
* Contribute to continuous improvement initiatives through new ideas and identify improvement opportunities to enhance the efficiency of work processes

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

Click Here to access the Role Description.

Applications Close: 16th September @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

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.

07/09/2020 $0 Blue Mountains & Central West 1 Call Centre & Customer Service
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