Customer Care Specialist

Customer Care Specialist – Griffith and Deniliquin Service Centre

Job Title: Customer Care Specialist

Salary: Service NSW Grade 5 ($90,767 - $95,390, plus employer's contribution to superannuation and annual leave loading)

Location: Griffith and Deniliquin Service Centres

Employment Status: 2x Full-time ongoing opportunity

We are currently recruiting for Customer Care Specialists at our Griffith and Deniliquin Service Centres.

Please note: this recruitment will be used to fill this specific role or create a talent pool for these specific locations (including the immediate surrounding area).

As a Customer Care Specialist, you will be responsible to provide accurate and efficient information and assistance to customers in times of emergencies and natural disasters by assisting them to access a range of support services, to ensure a positive customer experience.

To find out more about being a Customer Care Specialist click here to access the Role Description.

Key accountabilities

• Provide timely, personalised, high-quality support to customers to determine eligibility for a variety of Government services and assistance packages.
• Assist customers with the application process as needed by adopting multichannel delivery methods and make referrals to authorised experts to provide best possible resolutions to customer enquiries.
• Apply sound knowledge of current procedures and guidelines and maintain professionalism to ensure that customers are triaged though to appropriate support services in a timely fashion.
• Provide and maintain accurate information tailored to the individual customer's situation within the Service Level Agreements to ensure positive customer interactions and resolution of issues in a timely and effective manner.
• Collaborate with a variety of information sources from a range of government agencies to find solution (including warm referrals) for customers and stakeholders to ensure provision of timely and responsive customer service.
• Assist in the development of an effective knowledge base and contribute to the success of the business operations and objectives to improve capabilities within the team.
• Maintain and comply with privacy requirements and legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised.
• Contribute to the development of new ideas, including the identification of opportunities, to improve the efficiency of work processes and the implementation of changes in the workplace.

Essential requirements:

• Valid Driver's Licence
• Ability to travel across NSW, including metro, remote and regional locations.

About Service NSW

Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.

Hours of work

Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here.

The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30 -3:30 (Saturdays). In some situations, you may be required to work during these hours.

Salary

Service NSW Grade 5 - base salary for this role ranges between $90,767 - $95,390 pro-rata, plus employer's contribution to superannuation and annual leave loading.

How to apply

Attach a cover letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).

Detailed instructions for how to prepare your application can be found here.

Closing Date: Monday 15th September at 9:59am

Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check.

About Service NSW

Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.

Further Information

For enquiries relating to recruitment please contact Thomas Ting-Shelley 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: Monday 15th of September at 9:59am

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