P&C Contact Centre Support Officer

1 week ago

Sydney, Australia NSW Department of Customer Service Full time

**P&C Contact Centre Support Officer**

**Clerk Grade: 3/4 $79,032 to $86,539 + super**
**Employment Type: Ongoing/full time**
**Hybrid role with a home base of Parramatta OR Gosford with regular office attendance**
**This role sits within the People & Culture Contact Centre Team within the People & Culture Division**

***About the team**:
***Within DCS, our three P&C Portfolios support over 13,000 + teammates working across multiple agencies who deliver on our vision to be the world’s most customer-centric government. People & Culture are focused on delivering a better people experience, supporting and enabling the business to deliver success and adopt new ways of working by embracing innovation and positive collaboration

***Your day-to-day**:

- Addressing customer inquiries promptly and professionally across multiple communication channels
- Triages and manage a high volume inbox and P&C Hotline
- Delivering accurate and consistent information on DCS HR services in accordance
- Resolving customer issues efficiently, ensuring customer satisfaction remains our top priority.
- Keeping up-to-date with organisational policies and procedures to effectively handle and escalate inquiries as needed.
- Ensuring compliance with privacy regulations and maintaining confidentiality of customer information.
- Contributing to ongoing improvements in service delivery through innovative ideas and process enhancements.

***To be successful in this role you will demonstrate**:

- Demonstrated experience in a customer service environment or within a People and Culture Contact Centre
- Previous experience managing a high volume inbox
- Working knowledge of HR best practice is ideal
- A customer centric and people centric mindset
- Sound written and verbal communication skills
- Be able to work on a rotating roster covering the span of hours from 8am to 5pm Monday to Friday
- Great organisational & time management skills
- Demonstrated proficiency in MS Office suite. Experience in using HRIS / Payroll systems such as SAP HR would be advantageous
- Enthusiasm, resilience, and energy to thrive in a fast-paced environment
- Strong ethics and values that align to our customer service driven culture

Salary Grade 3/4, with the base salary for this role starting at $79032 base plus superannuation

**Closing Date**:Friday, November 22nd, 2024 at 10:00 am

**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 is leveraging the contributions of employees with different backgrounds and perspectives.

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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