Customer Service Support Officer Grade: Clerk Grade 3/4
Salary: $82,193 - $90,001 per annum + Super
Duration: Temporary up to 5 months
Location: Newcastle NSW or Camden NSW – Hybrid/Flexible working arrangements with weekly office attendance required for landing days
Closing Date: Thursday, 1st May 2025 [9:59am]
About the team Subsidence Advisory NSW is an agency within the Department of Customer Service who work to support the community in coal mining areas of New South Wales and are responsible for administering the Coal Mine Subsidence Compensation Act. The team provide expert advice to property owners, government departments and authorities, local councils, community organisations and industries throughout NSW.
About the role As a Customer Service Support Officer, you will be responsible for providing consistent, high-level, frontline customer service on behalf of the agency. You will also perform business support functions such as record management, project assistance and other services, in a manner that enhances customer satisfaction and supports both internal and external stakeholders.
Key responsibilities Provide high level customer service across telephone, email, and face-to-face channels.Respond promptly to enquiries from customers (both internal and external) across a wide range of matters, ensuring compliance with applicable legislation and procedures.Perform a wide range of administrative tasks within established delegation levels.Update and maintain records and databases across various systems.Deliver business and project support as required.To be successful you will have: Demonstrated proficiency across Microsoft Office programs/ Microsoft 365.Skill preparing and writing formal correspondence to internal and external stakeholders.A high degree of accuracy with information and data entry.Ability to competently learn and use ICT and record management systems.Capability to comply with business processes and procedures.Clear communication skills with strong interpersonal skills.Proven ability to be empathetic and professional when dealing with challenging and/or difficult customers, will be highly regarded.Knowledge of development application and/or claim lodgement processes is preferable but not essential.Experience with contact centre work and/or handling customer calls.Experience using Genesys phone system is preferable but not essential.If this sounds like you, we would love to hear from you! For enquiries regarding this position please contact Kate Fealy via email .
How to Apply Your application must include a cover letter and an up-to-date resume that details your knowledge, skills, and experience in relation to the above role. In your cover letter please share your motivation for applying for this position and your relevant skills. Maximum 5 pages total.
Careers at Department of Customer ServiceA 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.
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