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Intake Officer
2 weeks ago
Intake Officer, Complaints – NSW Government
- $40 - $50 p/h + super
- 3 month contract with potential extensions
- Sydney CBD / WFH (3 days onsite per week)
Key Accountabilities
- Respond to and triage incoming phone calls, emails, and walk-ins from the public and agency contacts.
- Assess jurisdiction and route matters to the correct team or refer externally where appropriate.
- Use sound judgment and escalate complex or sensitive cases to senior staff when required.
- Process written complaints, including those outside jurisdiction, with appropriate follow-up or redirection.
- Manage challenging behaviour calmly and with emotional intelligence.
- Contribute to team-based business improvement activities and support a positive team environment.
- Experience in complaint handling or frontline customer service, ideally within a high-volume contact or call centre environment.
- Excellent interpersonal and communication skills, including the ability to work with diverse communities.
- Resilience and professionalism when dealing with sensitive or difficult situations.
- Ability to work both independently and as part of a team, managing competing demands.
- Confident using technology and systems to log and manage information.
- Willingness to comply with pre-employment checks, including criminal record and conflict of interest declarations.
