Customer Service Advisor

Customer Service Advisor

Grade: Clerk Grade 5/6

Durations: Temporary up to 19 months till 31 Mar 2027

Location: Gosford, NSW

Salary: Starting from $99,938 to $110,271 +Super

About the team – SafeWork Advisory Services

SafeWork Advisory Services is a specialist inbound customer contact team for SafeWork NSW. It minimises WHS harm by informing, guiding, &

engaging with workers, businesses and the community so they understand and exercise their rights and responsibilities. The team also records complaints under the WHS legislation and details of worker injuries.

You will be part of a team of dedicated customer service professionals who are enthusiastic, people-focused, multi skilled, flexible, & resilient while working in a fast paced, detail-oriented environment. The team is highly collaborative and mutually supportive.

The team is part of SafeWork's Operations and Enforcement Branch.

About the role

Based in Gosford NSW, the primary purpose of these full-time roles is to deliver high levels of service, quality and accuracy for stakeholders and to contribute positively to the team. The team works to a rostered work pattern during business hours, in a hybrid pattern with mandated office days and other locations as agreed.

Key responsibilities include:

• Deliver high quality, consistent, personalised customer service and business outcomes
• Build and maintain expertise in WHS legislation
• Apply WHS knowledge, legislation, & procedures to capture complaints and reports of serious worker injuries and respond to diverse, complex WHS enquiries
• Create and maintain effective, accurate records and ensure adherence to policies and procedures for working with information, triage, resolution, referral, & escalation upwards
• Establish and maintain effective internal relationships

To be successful you will be able to demonstrate that you:

• Enjoy working in a highly cooperative, supportive & customer-focused team
• Thrive in a dynamic, high-volume contact centre environment
• Have sound judgement to quickly and accurately understand and explain complex regulatory information
• Have excellent verbal and written communication skills with the ability to articulate specialised information to variety of stakeholders including CALD customers
• Have the aptitude to navigate multiple information systems simultaneously to research and capture information with accuracy
• Maintain attention to detail
• Proactively handle competing priorities with maturity

For enquiries about these roles, please contact Thomas Verschelden via email

What we need from you:

An up-to-date CV of no more than 4 pages, and

A brief cover letter of no more than 1 page outlining how your skills and experience align to the role.

If you do require an adjustment during the recruitment process, please notify us in your application.

A talent pool may be established from this recruitment process to fill future, similar temporary ongoing roles as vacancies arise.

Salary Grade 5/6, with the base salary for this role starting at $99938 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Tayla Gibbs via

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Wednesday ,1st October :59 AM)

Careers at Department of Customer Service

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact or

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process