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Customer Service Advisor

5 months ago

Gosford, Australia NSW Government -Department of Customer Service Full time

**Customer Service Advisor**

**Grade**:Clerk Grade 7/8

**Location**:Gosford

**Duration**: Ongoing

**Salary**:Base salary starting from $101,947 per annum + super

**Closing Date**:Monday 20 March 2023 [9:59am]

3 x roles available - working with our Claims, Registration and Levies teams

Be part of a dynamic and responsive team to help improve experiences for the people and businesses of NSW

A great opportunity to take the next step in your regulatory career

A competitive salary with flexible working arrangements available

**About us**

Better Regulation Division (BRD) works across a broad portfolio of functions and projects to deliver better regulation in NSW. Regulations that are modern, innovative, and collaborative, competitive for businesses, responsive to our customers’ needs, protect the community we serve and give people confidence to engage in economic and social activities. Our vision is for a safer community and a vibrant economy, supported by better regulation.

Within BRD, the Long Service Corporation manages building and construction industry and contract cleaning industry portable long service schemes.

These roles will deliver high quality customer service to a varying customer base by providing expert technical advice and support, including providing information on a wide range of complex matters to ensure compliance with legislation.

These roles will be responsible for:

- Registration of Workers or Employees
- Service Record entitlements
- Claims Applications
- Levy Collection and determination
- Providing expert knowledge, driving consistency in procedures and processes, supporting high-quality service to customers and maintaining currency of operating procedure documentation.
- Providing guidance, coaching, advice and support to staff, management, customers, and stakeholders

**About you**

To be successful in the role, you will be able to demonstrate the following:

- Embrace change early by adopting new tools and resource innovations while proactively managing expectations in a specialist, regulatory environment.
- Be a go-getter using your initiative to work through challenging, complex matters while remaining calm under pressure.
- Where a precedent does not exist, use good judgement and thorough research to problem solve, considering the broader context of a situation and ensuring decisions are justifiable.
- Ability to design/support delivery of training documentation / guidelines/ checklists etc. to create a consistent and quality approach in service delivery, processing, and approvals.
- Ability to provide expert knowledge to support decision making and encourage others to make evidence-based decisions to improve service delivery and legislative compliance.

To shine in this role, you will:

- Have the ability to negotiate with and persuade internal and external stakeholders to achieve outcomes.
- Be a change leader embracing new ways of working, supporting the team, and getting involved.
- Embrace problem solving as an opportunity to shine, demonstrating your outstanding skills while mentoring others.
- Thrive on being a member of a productive, outcomes driven team who strives to deliver on time, every time.
- Be able to provide coaching and constructive feedback, question practices and make decisions

If you said yes to the above or want to know more, we want to hear from you

**To Apply**

Please submit your resume of no more than 5 pages for review, together with a cover letter of no more than 2 pages demonstrating your capability for the role.

**Important contacts**

If you have questions about the roles, contact Tess Parker on 0407 235 026.

Salary Grade 7/8, with the base salary for this role starting at $101,947 base plus superannuation

Salary Grade 7/8, with the base salary for this role starting at $101947 base plus superannuation

**Closing Date: Monday 20th March 2023 [9:59am]**

**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.