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Id Support Advisor

3 weeks ago

Sydney, Australia NSW Department of Customer Service Full time

**Role: ID Support Advisor**

**Role type**: Multiple**Ongoing permanent full-time opportunities**

**Salary: DCS Clerk Grade 7/8, annual base salary starting at** $110,266**plus employer’s contribution to superannuation and annual leave loading**

**Location**:**Sydney/ Bathurst with flexible working options**

**About Us**:
The Department of Customer Service (DCS) is transforming the way NSW Government agencies interact with its customers. We aim at putting the customers at the centre of everything we do and adopting new technologies to make government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

ID Support NSW is a nation-leading business unit in Cyber Security NSW, within DCS, dedicated to assisting victims of identity crime. Established in 2021, it provides support to NSW government agencies in the event of a data breach as well as NSW customers impacted by identity misuse. With recent data breaches and increasing fraud, identity resilience is key to preventing misuse. Join ID Support and help shape how identities are protected and remediated in NSW

**About the Role**:
ID Support NSW is looking for ID Support Advisors to join our Customer Stream. In this role, you will play a key part in managing customer concerns related to privacy and data protection. You will be responsible for providing expert assistance within a call centre environment to customers who have been affected by identity compromise.

**Key Accountabilities**:

- Manage complex and sensitive customer enquiries and provide world class customer service to support the remediation of customer enquiries
- Support the delivery of key initiatives across a broad portfolio of complex projects that will deliver on the Organisation’s priorities.
- Support and monitor compliance with the framework for reporting routines, data analysis and fieldwork in the Business Unit to ensure outcomes are achieved.
- Maintain effective reporting routines that provide insights and trends and ensure data integrity and transparency to identify and address issues and opportunities and highlight key performance areas.
- Use a range of systems and databases to extract data, conduct research, analyse data and develop reports to identify trends and issues and recommend solutions to address delivery issues.
- Interpret and translate data and complex information into clear communication and engaging content that articulates how the delivery of Ministerial priorities benefits citizens.
- Collaborate on the evaluation of research and formulate recommendations to support evidence-based interventions and strategic decision making to support delivery outcomes.

**About Cyber Security NSW Branch**:
The Cyber Security NSW is a whole-of-government function located within Digital.NSW in the Department of Customer Service. We are responsible for ensuring a cyber safe NSW. The protection of our systems and digital information is vital because of the many essential services NSW Government provides including health, emergency services, and transport. Furthermore, the exciting digital transformation being undertaken across NSW Government requires similarly enhanced cyber security capabilities.

At the centre of this exciting and growing cyber capability, Cyber Security NSW is working across NSW Government to:

- Create a whole-of-government integrated approach to managing cyber risk and responding to cyber security threats
- Increase cyber skills and awareness
- Understand the risks from cyber threats to our digital information and systems
- Set cyber security standards
- Ensure we are prepared if a damaging cyber incident occurs

**About You (Essential Requirements of the Role)**:
To be successful in the role you will:

- Strong written communication skills including minute taking and case notes.
- Excellent time management skills.
- Demonstrated competency in Microsoft Office 365 and associated data and information visualisation platforms.
- Ability to pivot attention across multiple areas as required at short notice.
- A positive outlook and customer focus.
- Working collaboratively as part of a team.
- Highly advanced active listening skills.
- Previous experience in a contact centre or phone operations environment preferred.
- Have high attention to detail and understanding of confidentiality are essential.
- Make sound decisions and exercise good judgement in collecting and interpreting complex data and information across a broad portfolio of projects and initiatives.
- ** An Australian Citizen including the ability to obtain and maintain a Baseline National Security Clearance and undergo a police check**

A **talent pool** may be created from this recruitment process to fill future ongoing and temporary opportunities.

Salary Grade 07/08, with the base salary for this role starting at $110266 base plus superannuation

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