Client Service Officer

Division: Courts Tribunals and Service Delivery
- Location: Parramatta, NSW, AU, 2150
- Req ID: 72620

**Client Service Officer**

**Location - Parramatta**

**Employment type - Ongoing, Full Time**

**Salary - $73,522- $79,931 PA, Plus Employers Contribution to Superannuation and Leave Loading**

**Your role**

As a client service officer, you will be the first point of contact for clients seeking assistance with matters related to NSW Courts and Tribunals. Your role will involve providing accurate information and procedural guidance to help clients navigate legal and justice processes effectively.

**What you’ll do**
- Communicate information over the phone supporting varying client needs and servicing a wide range of court related inquiries.
- Deliver high quality service to clients and stakeholders fostering positive relationships and maintaining the integrity of the service.
- Identify client needs through effective communication and deliver timely, accurate, and appropriate information while ensuring compliance with privacy policies, release of information guidelines and service agreements.
- Develop and maintain a strong understanding of policies and procedures in a dynamic environment.
- Escalate complex enquiries or issues to senior client service officer when required.
- Meet NSWCSC performance standards (KPIs).
- Provide administrative, clerical and project support as needed.
- Adhere to time management protocols, policies, and roster schedules.

**What we’re looking for**
- **Strong customer service skills** - A strong commitment to exceptional client service delivery.
- **Strong communication skills** - ability to communicate clearly, professionally and empathetically over the phone.
- **Active listening skills** - Capacity to listen attentively, understand client needs and respond appropriately.
- **Problem-solving skills** - Source and analyse information to effectively resolve challenging inquiries.
- **Ability to work in a fast pace, high volume call centre** - Comfortable handling a high volume of calls as a part of a team while maintaining service quality.

Download the role description.

**What We Offer**

We offer a variety of benefits, including:

- A challenging and rewarding career
- Flexible work environment
- Competitive pay and employee entitlements
- Training and development opportunities to build and maintain capabilities
- Health & Wellbeing Resources
- Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

**We do work that really matters**

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

**Are you ready to join us?**
- Attach a resume (maximum 4 pages), and cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description.

Question 1

Explain a time when you were asked a complex inquiry by a client. What resources did you utilise to address the question and how did you deliver this information?

Question 2

Tell us about a time you managed a difficult client, what was the issue and the result?

**Applications close**14/03/2025 at 11:59pm AEST.

**Got a question?**

Visit Recruitment adjustments on the DCJ website to learn more.

**Inclusion and Diversity lies at the heart of how we recruit**

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

**Other Information**

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.