Initial 6 months contract with a possible extension Attractive hourly pay rate of $43 per hour 8 hours per day / 40 hours per week Hybrid work arrangement (WFH + 5 days a fortnight at Parramatta office) PURPOSE OF THE ROLE: The General Support Team of an NSW Government department is seeking dedicated and customer-focused Customer Care and Support Officers to join their frontline contact centre team.
This role is responsible for providing first-level support to users of the Planning Portal and responding to general enquiries related to planning matters across NSW.
KEY ACCOUNTABILITIES: As the first point of contact for the public, you will: Providing general information to customers in a simple, clear, and customer-friendly manner, via phone, email, and online channels.
Assist customers with Planning Portal and General Planning enquiries and provide necessary support with applications submitted through the Planning Portal.
Investigate user issues with the Planning Portal and determine appropriate next steps.
Triage incoming calls, emails, and webforms, ensuring they are either resolved or escalated to the relevant team.
Liaise with teams across the Department and other government agencies to verify information accuracy and guide customers.
Provide accurate information and guidance on planning processes and services.
Escalate complex issues to relevant teams while ensuring timely follow-up and resolution.
Operate in an environment where services may be politically sensitive, controversial, and under public scrutiny.
ESSENTIAL REQUIREMENTS: Demonstrated drive and motivation, with a willingness to self-reflect and a commitment to continuous learning.
Ability to deliver customer-focused services aligned with public sector and organisational objectives.
Strong analytical thinking with the ability to consider broader contexts and develop practical, effective solutions.
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