Customer Care Specialist

7 months ago

Newcastle, Australia NSW Government -Service NSW Full time

**Customer Care Specialist**
**Salary: SNSW Grade 5 ($84,734 - $89,050 pro rata plus employer's contribution to superannuation and annual leave loading)**
**Location: Armidale Service Centre**
**Employment Status: Part-time ongoing opportunity**

We are currently recruiting for the position of Customer Care Specialist at our Armidale Service Centre.

**Please note: this recruitment will be used to fill this specific role or create a talent pool for this specific location (including the immediate surrounding area).**

As a Customer Care Specialist, you will be responsible to provide accurate and efficient information and assistance to customers in times of emergencies and natural disasters by assisting them to access a range of support services, to ensure a positive customer experience.

**Key accountabilities**
- Provide timely, personalised, high-quality support to customers to determine eligibility for a variety of Government services and assistance packages.
- Provide and maintain accurate information tailored to the individual customer’s situation within the Service Level Agreements to ensure positive customer interactions and resolution of issues in a timely and effective manner,
- Collaborate with a variety of information sources from a range of government agencies to find solution (including warm referrals) for customers and stakeholders to ensure provision of timely and responsive customer service.
- Assist in the development of an effective knowledge base and contribute to the success of the business operations and objectives to improve capabilities within the team.
- Maintain and comply with privacy requirements and legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised.
- Contribute to the development of new ideas, including the identification of opportunities, to improve the efficiency of work processes and the implementation of changes in the workplace.

**Essential requirements**:

- Valid Driver’s Licence
- Ability to travel across NSW, including metro, remote and regional locations.

**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. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.

**Hours of work**
Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre at Find a Service NSW location.

The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30 -3:30 (Saturdays). In some situations, you may be required to work during these hours.

**How to apply**

Attach a cover letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).

**Closing Date: Wednesday 8th November at 9:59am**

Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants.

If you are interested in this role but would like some more information around the recruitment process and what the role is like day to day, register your interest to attend our Ask me anything session

Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants.?

**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.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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