Customer Service Representative- Muswellbrook

**Customer Service Representative - Muswellbrook Service Centre**
**Title**: Customer Service Representative (Service Centres)
**Salary**: Service NSW Grade 3/4 ($69,863-$85,197 pro-rata, plus employer's contribution to superannuation and annual leave loading)
**Location**: Muswellbrook Service Centre
**Employment Status**: Part-time, ongoing opportunity

**About the opportunity**:
**If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast-paced environment, this could be the right role for you. You will provide assistance, advice, source information and deliver customer support services, for multifaceted enquiries and complaints to facilitate the effective operation of the business in order to ensure outstanding customer service.

**Key accountabilities**:

- Respond to multifaceted enquiries from customers on a wide range of matters and provide timely, accurate, and consistent advice and information on services via a range of interaction channels, as per organisational processes and standards to ensure optimal service delivery and put the customer at the centre.
- Update and maintain records and databases, complying with service delivery systems and processes, to ensure that all information is accurate, stored correctly and accessible.
- Provide accurate, effective, and high-quality customer service consistent with the Service NSW vision, mission, values, practices and procedures to ensure optimal service delivery and a positive customer experience using multiple customer service channels.
- Provide high level advice and assistance to build customer capability regarding products and services.
- Accurately receipt, record and resolve customer complaints and escalated enquiries to ensure timely and effective outcomes for customers.
- Perform administrative activities, including the creation and updating of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery.
- Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes and the implementation of changes in the workplace.

**What are ‘hub and spoke’ Service Centres?**

In some regional or remote areas, a ‘hub’ Service Centre acts as the parent of one or more ‘spoke’ Service Centre locations. The hub and spoke models share a leadership team and operate in such a way that team members may be required to work between locations. Muswellbrook Service Centre is a spoke of Singleton Service Centre.
**Hours of work**

Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here.
The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.
Part-time - minimum 40 hours per fortnight
Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays.
**Salary**
Service NSW Grade 3/4 - base salary for this role ranges between $69,863- $85,197 pro-rata, plus employer's contribution to superannuation and annual leave loading.

**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: Monday 10**th** March 2025 at 9:59am**
**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.
**Click here to learn more about Service NSW**

**Further Information**

**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.

**Careers at Department of Customer Service**
A 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