Clerk Grade: 5/6
Salary Range: $99,938 - $110,271 plus superannuation and leave loading
Employment Type: Full-Time, Ongoing
Location: Orange - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.
Application Closing: Wednesday, 8th April 2026 [9:59am]
About Us
Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.
About the team
Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.
We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.
What you will do
As Senior Support, Service Centre, you will ensure that Service Centre activities—including request management, escalation, and issue resolution—comply with agreed delivery standards, client expectations, operating practices, protocols, and statutory requirements.
Key responsibilities include:
* Triage, diagnose, and prioritise all logged incidents reported to the Service Centre to achieve agreed outcomes.
* Respond to escalated enquiries and service requests accurately and within agreed timelines.
* Escalate issues and seek advice for resolution of incidents, problems, and known errors, contributing to the Knowledge Base.
* Apply departmental standards, policies, and procedures to support timely and accurate call handling.
* Use analytical problem-solving skills to resolve logged incidents/enquiries.
* Deliver training, coaching, and ongoing support to Service Centre team members.
* Promote self-service tools for service requests and support materials.
About You
You are a proactive and customer-focused professional who thrives in a fast-paced customer service environment. You bring strong problem-solving skills, resilience, and a commitment to delivering high-quality support.
To succeed in this role, you will demonstrate:
* Customer Service Excellence: Ability to understand customer needs, manage expectations, and deliver timely, accurate solutions while taking ownership of issues.
* Problem-Solving: Skilled at prioritising enquiries, investigating issues, and implementing effective resolutions.
* Communication & Collaboration: Strong interpersonal skills to engage with internal and external stakeholders, clearly explaining processes and influencing outcomes.
* Resilience & Professionalism: Calm under pressure, handling challenges with sensitivity and integrity.
* Continuous Improvement: Commitment to enhancing processes, promoting self-service tools, and contributing to knowledge sharing.
* Leadership & Support: Experience mentoring and supporting team members to build capability and ensure consistent service delivery.
What we need from you
An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills.
Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.
A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements
Salary Grade 5/6, with the base salary for this role starting at $99938 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon via .
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.
Closing Date: Wednesday, 8th April 2026 [9:59am]
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact or 02 9494 8351.
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