Customer Care

**_Together we shape thriving communities, public spaces, places and economies._**
- **Excel in a fast-paced environment while providing top-notch customer support**:

- **Must have a minimum of 2 years’ experience in a contact centre**:

- **2 x Temporary full-time opportunity (up to two years) with possibility of ongoing work in the future**:

- **Office location - Parramatta-based role with flexible working supported**:

- **Salary relative to experience and ranges from $99,938 to $110,271 plus super**

**What’s in it for me?**

Join our team for a **fantastic culture** with dynamic collaboration and **genuine long-term career support**. We offer **flexibility in work arrangements**, diverse and fulfilling assignments, and prioritise **work/life balance**and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to **fostering a diverse and inclusive workplace** where everyone feels welcome, respected, and empowered to succeed.

**The role**

We are looking for a **Customer Care & Support Officer** who thrives in a fast-paced contact centre environment and is passionate about delivering high-quality service. In this role, you’ll be the first point of contact for our customers—resolving enquiries, guiding users through our online portal, and ensuring information is accurate, timely, and easy to understand.

You will guide customers through our digital systems, help them access the information they need, and ensure their issues are resolved or escalated appropriately. Working closely with colleagues across the department, you will contribute to accurate information sharing and play an important role in identifying opportunities to improve service delivery. This is a visible and customer-focused position where your ability to communicate clearly, remain composed under pressure, and navigate complex enquiries will be key to your success.

For more information read the full Role Description: Customer Care and Support Officer

**What you will bring to the role**
- Proven customer service experience (2+ years) in a contact centre environment is essential
- Strong communication skills - clear, confident, and customer-friendly (both written and verbal).
- Ability to manage competing priorities while delivering accurate outcomes.
- Resilience and adaptability in fast-paced or sensitive situations.
- Strong analytical and problem-solving skills with a focus on solutions.
- High attention to detail with solid administrative and system navigation skills.
- Solid time management and organisational skills to prioritise tasks and meet deadlines efficiently.

**Work schedule**

We're committed to creating a workplace that works for everyone. Our policy is about creating flexibility in where, when, and how work happens to improve outcomes for both employees and the people of NSW. Due to the unique requirements of this role, applicants should be prepared to work on-site 5 days per fortnight and within standard business hours on weekdays.

**About us**

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities.

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

**Join us**
- A recruitment pool _**_will_**_ be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months._