Customer Service Representative-Driver Tester
Service NSW Grade 5 ($90,767 - $95,390 pro‐rata, plus employer's contribution to superannuation and annual leave loading).
Location: Orange Service Centre.
Employment Status: Part time (25 hours per week) – Ongoing.
About the opportunity
If you are passionate about working in a customer‐centric team, delivering positive face‐to‐face customer service experiences, and enjoy working in a fast‐paced environment, this could be the right role for you. You will deliver exceptional customer service through provision of driver licence tests and other Agency Customer Service delivery priorities in line with organisational and compliance requirements.
Key accountabilities
* Provide timely, high‐quality customer service, consistent with Agency values and DNA, to deliver a positive customer experience.
* Conduct driving tests and advise applicants of the outcome, including relevant details of performance and deficiencies in accordance with established Agency standards.
* Establish effective customer relationships through quickly establishing rapport, understanding different customer needs, drivers and motivations and modifying approach to facilitate a positive customer experience.
* Identify and mitigate risks to ensure optimal road safety to customers and the broader community.
* Review quality control strategies and practices and exercise informed judgement in line with legislation, and Agency policies and procedures to ensure accurate application and defensible decisions.
* Provide a range of administrative and support services to meet business needs using relevant systems and reference materials.
* Contribute continuous improvement, including opportunities to improve the efficiency of work processes and implementation of changes that support organisational and government objectives and improve customer experience.
Additional job specific essential requirements
* An unrestricted Australian driver licence for the preceding three years (excluding a provisional or learners' licence).
* A satisfactory driving record. Your traffic record will be verified during the recruitment process.
* Ability to drive a manual vehicle. You will be required to pass a 90‐question Driver Knowledge Test and supply a manual vehicle to complete a Manual Practical Driving Test.
* Due to the safety requirements of this role, an offer of ongoing employment is contingent on your ability to successfully complete the provided driver testing training.
Hours of work
Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here. The Service NSW Award hours are 6:30 am – 7:30 pm (Monday‐Friday) and 7:30 am – 3:30 pm (Saturdays). In some situations, you may be required to work during these hours.
Flexibility is required to work on a rotating roster between the Service Centre's operational hours which may include Saturdays. We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.
Salary
Service NSW Grade 5 – base salary for this role ranges between $90,767 – $95,390 pro‐rata, plus employer's contribution to superannuation and annual leave loading.
How to Apply
Attach an up‐to‐date cover letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description). Detailed instructions for how to prepare your application can be found here.
Recruitment Process
Service NSW uses multi‐staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. The selection process may take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check.
Closing Date
Thursday 12th February 2025 at 9:59 am
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 digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.
Further Information
For enquiries relating to recruitment please contact Bryan Kreltszheim via Bryan.Kreltszheim@customerservice.nsw.gov.au.
Contact
Click Here to access the Role Description.
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.
Careers at Department of Customer Service
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. The key to our success is leveraging the contributions of employees with different backgrounds and perspectives. 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 Bryan.Kreltszheim@customerservice.nsw.gov.au or 02 9494 8351.
Additional Resources
Information on some of the different types of disabilities. Information on adjustments available for the recruitment process.
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