Customer Care Specialist

**Customer Care Specialist**
**Join the Service NSW team of talented, passionate people**

**Customer Care Specialist**
**Talent Pool**
**Full-time 35 hours per week**
**Location Contact Centres -Newcastle, Maitland, Gosford, Lithgow, Parramatta**
**SNSW Grade 5**

**Renumeration** - Package includes salary starting at $81,475 base plus superannuation and annual leave loading

**About Service NSW**

Service NSW is making it easier for people and businesses across NSW to access government services.

Service NSW is a NSW Government executive agency that joined the Department of Customer Service on 1 July 2019. We deliver world-class one-stop-shop services for customers, businesses, and our partner agencies.

At Service NSW, a positive customer experience is our highest priority. We draw on the best in service delivery from the public and private sectors to provide leading customer experiences.

For more information on Service NSW, visit our website About us | Service NSW

**About the team**:
Our organisation is large, with 112 Service Centres, 4 Mobile Service Centres, Digital, Middle Office and Head Office team. Rapidly growing is our Contact Centre division, which is made up of both Frontline teams and Support Teams. This role sits within the Contact Centre division.

Travel may be required for this role to our different contact centre locations. Details around expectations will be determined by business needs and flexible work agreements.

**About the role**:
As a Customer Care Specialist, you will be responsible to Provide accurate and efficient information and assistance to customers for various NSW Government support by assisting them to access a range of support services, including in times of emergencies and natural disasters to ensure a holistic, supported 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 Role Description: Customer Care Specialist 2
- 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

**How to apply**:

- A resume (no more than 4 pages)
- A cover letter (no more than 1 page) outlining how your skills and experience meet the requirements of the role

**Learn more**:
**Applications Close: Monday, 8th May (9:59am)**

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 for one of 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.

**A talent pool will be created for future ongoing and temporary roles and is valid for a period of up to 18 months**

**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