Customer Case Officer
NSW Small Business Commission
Grade: Clerk Grade 5/6
Employment Type: Ongoing and temporary opportunities, with the possibility of extension and conversion to ongoing. A talent pool will also be created for future opportunities
Location: Parramatta, with hybrid working available
This role sits within the Customer Experience team, as part of the NSW Small Business Commission
About the team
The Small Business Commission is an independent authority that advocates for small businesses across NSW and helps resolve issues affecting them by providing information, strategic advice and support through alternate dispute resolution services. The team assists businesses with issues arising from their commercial dealings with other businesses, including commercial leasing and dealings with government agencies.
Your day-to-day
* Operating within a contact centre, you will employ excellent customer service skills to provide accurate and appropriate information to customers regarding legislation, dispute resolution and other matters affecting small businesses
* Working collaboratively and flexibly to adapt to changing priorities
* Contributing to a continuous improvement environment to draft and improve information and processes
* Collaborating with relevant stakeholders to receive and share information
* Maintaining complete and accurate records on customer enquiries and identifying trends
To be successful in this role you will demonstrate:
* Experience using excellent customer service skills to help identify and achieve optimal outcomes for external customers
* Experience or capacity to help customers to resolve retail and commercial leasing issues, as well as other complex business or legal issues
* Have worked within a team environment to improve organisation’s capacity and approach to helping customers
* A capacity to employ a case management approach to assisting specific customers, including engaging with stakeholders
* Experience working within a contact centre, or with legal issues, is desirable, but not essential.
What we need from you
* An up-to-date CV (5 page maximum)
* brief cover letter (2 page maximum) outlining how your skills and experience are aligned to the role.
Please note:
As part of the application process through the Job link, candidates will be required to address the following prescreening question:
-Please describe your experience with retail and commercial leasing matters, or experience assisting customers with legal and business issues.
For enquiries about the role, please contact Anthony Elachkar, Team Leader, on
For recruitment related queries please contact - Afrah Saied, Talent Advisor on
Salary Clerk 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 Afrah Ahmed Saied 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: Monday, 16 March 2026 (09:59am)
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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