**Customer Service Representative**
**2 roles**
**Ongoing and Temporary - with a talent pool to be created**
**Full-time 35 hours per week**
**Location - Goulburn Middle Office**
**SNSW Grade 3/4**
**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 our digital channels, a 24/7 phone service and an expanding network of Service Centres.
**About the role**
You will provide high quality services for customers through a range of channels including electronic/digital, phone and/or face to face to deliver optimal service delivery outcomes and a positive customer experience
**Key Accountabilities**
- Create a positive relationship in all customer interactions across a range of interaction channels, maintaining a professionally courteous and friendly manner in line with Service Level Agreements to ensure customer satisfaction as a priority
- Provide accurate, effective and high-quality customer service consistent with the Agency's vision, mission, values, practices and procedures to ensure optimal service delivery and a positive customer experience
- Research, analyse and resolve enquiries from a variety of channels including electronic/digital, phone and/or face to face to resolve enquiries in a timely manner or transfer to an appropriate channel/s for effective resolution
- Acknowledge, accurately record and resolve customer complaints and escalate unresolved and complex issues through appropriate channels to ensure timely and effective outcomes for customers - Provide advice & assistance to build customer capability regarding products and services
- Perform administrative activities, including the creation and update of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery
- Contribute to improvement initiatives by identifying opportunities and proposing new ideas to improve the efficiency of work processes and support a continuous improvement service delivery environment
**A talent pool will be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
**Your remuneration**
Salary SNSW Grade 3/4 with the base salary for this role starting at $64,592 base plus superannuation
**Learn more**:
Provide a covering letter and resume (Resume not exceeding pages) that details your experience and how you meet the capabilities of the role.
**Want to know more?**
**Working at Department of Customer Service**
The Department of Customer Service (DCS) is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
Visit our Careers site to find out what it means to work for us.
**You Belong Here**
We are committed to diversity, inclusion, and new ways of working.
We have 8 million+ reasons to care and want our employees to represent the communities that we serve.
You can view our full diversity and inclusion statement here.