Concierge

**Concierge - various **Sydney Metro **locations**

**Job Title**:Concierge

**Salary**:Service NSW Grade 5/6 ($84,734 - 96,835), plus employer's contribution to superannuation and annual leave loading.

**Location**:Sydney Metro, Sydney North, Sydney Central - various locations

**Employment Status**:Full-time (temporary and ongoing positions)
- We are currently recruiting for the position of Concierge at our below Service Centre locations:
Castle Hill-
- Bankstown-
- Penrith-
- Haymarket-
- Glenmore Park-
- Rockdale**About the opportunity**:

- If you are passionate about leading and motivating teams, delivering positive face to face customer service experiences and enjoy working in a fast-paced, dynamic environment, this could be the right role for you.
- You will be responsible for timely, efficient, first point of contact in the service centre for transactions and information. You will also be comfortable working to KPI’s achieving individual and team goals.

This role requires a high degree of face-to-face interaction and supports the Service Centre Manager in leading the day-to-day customer flow and utilisation of the Service Centre’s resources.

**Key Accountabilities**:
Identify customer requests, advise customers on the process and documentation required, and/or direct customers to the appropriate channel to complete their transactions. The role takes the initiative to get involved in special, complex, and time-consuming customer requests to ensure efficient and effective service.-
- Manage the queuing system and prioritise cases to shorten waiting time for service. If appropriate, assist with setting up alternative appointments or call back times.-
- Promote, encourage and support customer usage of self-service facilities (such as online services and kiosk machines in the service centre) as an alternative method to complete the transactions.-
- Identify customers with special needs and facilitate the provision of appropriate support and assistance to successfully conduct the respective transactions.-
- Record and resolve customer complaints, resolve the cases referred by respective Representatives, and escalate any unresolved issues.-
- Develop and maintain comprehensive knowledge of the services provided by the Department, including operating practices and procedures to enable contribution to the development of new ideas, including the identification of opportunities to improve the efficiency of work processes, and implement changes in the workplace.-
- Comply with the NSW privacy requirements ensuring that confidentiality, privacy and integrity of information is not compromised. When required, conduct training with the respective Representatives within the Service Centre to support the achievement of these service delivery standards-
- Actively learn the new products and procedures and assist in product training in-line with the business expansion of the Department.**About you**- Passion for people and delivering exceptional customer service.-
- Strong leadership and decision-making skills-
- Support and lead change in an agile fast paced setting-
- The ability to prioritise and multitask.-
- Ability to remain calm & professional under pressure.-
- Organisational and time-management skills**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.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.

**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 7:30 -3:30 (Saturdays). In some situations, you may be required to work during these hours.
- Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays.

**How to apply**:
Provide an up-to-date **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**:Friday 24 **May** **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.
Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 pho