Senior Customer Service Officer

Together we shape thriving communities, public spaces, places and economies.

• Senior Customer Service Officer Clerk Grade 5/6 position with the Customer Service & Advice team, Crown Lands
• Temporary full-time opportunity up 30 June 2027 with possibility of extension
• Office location: Newcastle, Nowra or Dubbo office
• Salary relative to experience, ranging from $97,027 to $107,059 plus super
• Talent pool to be created for future ongoing or temporary roles

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

The Customer Service & Advice team is on the lookout for a dynamic Senior Customer Service Officer who excels at:

• Providing excellent customer support by addressing complex enquiries and resolving issues.
• Demonstrating high-level communication skills to effectively interact with customers and team members
• Implementing business improvement initiatives to boost customer satisfaction and operational efficiency.
• Managing key partnerships to elevate service delivery.
• Analysing customer feedback and data to pinpoint areas for improvement.
• Collaborating with other departments to ensure seamless service integration.
• Coaching and mentoring team members to ensure exceptional service delivery.

To be successful, you will be passionate about customer service and have a proven track record of exceeding customer expectations in a fast-paced environment. Your strategic approach to solving problems, combined with your dedication to continuous improvement, sets you apart.

For more information read the full Role Description: Senior Customer Service Officer

What you will bring to the role

• Team Player Extraordinaire: You shine in a team environment, taking pride in delivering customer-centric services to Crown Lands customers while supporting your colleagues.
• Cool Under Pressure: Your ability to manage high workloads and stay composed under pressure ensures that our customers receive outstanding service, even during the busiest times.
• Master Relationship Builder: Building and maintaining relationships is your superpower. Your strong interpersonal skills help you navigate both internal and external stakeholder relationships with grace and precision.
• Innovative Thinker: You're key to developing and supporting business improvement initiatives, fostering collaboration, trust, and effective communication.

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

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

If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close Sunday, 29th June 2025 at 11:55pm

Should you require further information about the role please contact Kelly Green via [email protected] or

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

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working Visa for the duration of the appointment.

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via [email protected] or ​ - HR Support, option 2, DPHI People Advisory, option 1, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn