Overview
Customer Service Advisor | Clerk Grade 5/6 | Temporary up to 19 months till 31 Mar 2027 | Gosford, NSW
Salary: Starting from $99,938 to $110,271 + Super
About the team
SafeWork Advisory Services is a specialist inbound customer contact team for SafeWork NSW. It informs, guides and engages with workers, businesses and the community so they understand and exercise their rights and responsibilities. The team also records complaints under the WHS legislation and details of worker injuries. It is part of SafeWork's Operations and Enforcement Branch and works in a fast-paced, collaborative environment.
About the role
Based in Gosford NSW, the primary purpose of these full-time roles is to deliver high levels of service, quality and accuracy for stakeholders and to contribute positively to the team. The team works to a rostered work pattern during business hours, in a hybrid pattern with mandated office days and other locations as agreed.
Key responsibilities
- Deliver high quality, consistent, personalised customer service and business outcomes
- Build and maintain expertise in WHS legislation
- Apply WHS knowledge, legislation and procedures to capture complaints and reports of serious worker injuries and respond to diverse, complex WHS enquiries
- Create and maintain effective, accurate records and ensure adherence to policies and procedures for working with information, triage, resolution, referral, and escalation
- Establish and maintain effective internal relationships
To be successful you will be able to demonstrate that you
- Enjoy working in a highly cooperative, supportive and customer-focused team
- Thrive in a dynamic, high-volume contact centre environment
- Have sound judgement to quickly and accurately understand and explain complex regulatory information
- Have excellent verbal and written communication skills with the ability to articulate specialised information to a variety of stakeholders including CALD customers
- Navigate multiple information systems simultaneously to research and capture information with accuracy
- Proactively handle competing priorities with maturity
What we need from you
- An up-to-date CV of no more than 4 pages
- A brief cover letter of no more than 1 page outlining how your skills and experience align to the role
- If you require an adjustment during the recruitment process, please notify us in your application
- A talent pool may be established from this recruitment process to fill future similar temporary ongoing roles as vacancies arise
Closing Date: Wednesday, 1 October 2025 (9:59 AM)
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the chance to help improve government services and be part of reform that benefits people across NSW. We focus on delivering excellent customer service, digital transformation and regulatory reform.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity. If you have support or access needs that require adjustments to participate in this process, please contact us via the job posting.
Additional information
For more information, visit the role description and the recruitment process resources available through the posting.
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