Senior Client Service Officer

Senior Client Service Officer, Grade 3-4

• Temporary Full-Time position up to 12 months (with possible extension)
• Location: Parramatta NSW
• Salary $84,659 - $92,701

About us

The Department of Communities and Justice (DCJ) works to achieve safe, just, inclusive and resilient communities and supports the Attorney General as the State's first law officer.

The Department is the lead agency in the Stronger Communities Cluster and creates collaboration between social services and earlier intervention to respond to the causes and symptoms of poverty and disadvantage.

Courts, Tribunals and Service Delivery (CTSD) support the NSW community by providing access to justice services, through the protection rights and public safety initiatives.

CTSD are transforming the way Courts and Tribunals operate through the implementation of processes underpinned by digital ways of working. This is an exciting time to join our organisation

The Courts Service Centre (CSC) is an inbound contact centre that operates as a first point of contact for NSW Courts and sits within the Support Services portfolio. Our primary purpose is to provide accurate information about the NSW Justice System with integrity and empathy for our community and the courts we serve.

On average, the CSC receives more than 40,000 inbound calls per month from a range of clients including legal professionals, police and correctional centres, media, jurors, defendants, parties to court matters and the public. We are focused on delivering a superior client experience, providing plain language advice and information about court and tribunal processes in NSW, and making referrals to other agencies where appropriate.

About the role

Working in the Court Service Centre you will serve as a subject matter expert and resolve complex client issues escalated by Client Service Officers and assist in the delivery of high levels of customer service to clients of Courts and Tribunals across all communication channels.

You will be accountable for effectively coaching, training, motivating and providing technical support to our Client Service Officers. Our aim is to develop and maintain a highly engaged work force that strives to meet all their targets and to provide exceptional customer experiences for our clients.

You will provide timely and effective feedback to team members about call quality and knowledge of policies, procedures and systems, and recognise individual and team achievement. 

Within the team you will manage real time call volumes and agent activity, assessing and allocating resources to meet phone and non-phone service levels. You are motivated to collaborate and contribute to the growing effectiveness of the centre and the continuous improvement of our operating systems, procedures and knowledge databases.

Your ability to; handle escalated complaints, build customer relationships, model leadership values, and demonstrate people management capabilities, are critical to your success

Essential Requirements

Demonstrated experience in the provision of excellent customer service.

About you

You have a passion to lead, mentor and develop a high performing team and you present to your team with an approachable manner. You demonstrate self-motivation, resilience, flexibility and adaptability in a changing environment, and possess strong skills for planning and organising with an attention to detail, as well as excellent verbal and written communication skills. You thrive under pressure and actively seek feedback for your performance and personal development. Call Centre experience preferred but not essential.

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 our careers site.

Click here to download the role description.

Applying for the role

To apply for this role you need to submit an application online via .

When applying you will need to:

• Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description.

Applications close 26 October 2025 at 11:59pm

Got a question?

For more information about the role or what it's like to work for DCJ, please contact the hiring manager Jester Dayaganon on or via email

If you've got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please call Maren Heldt | Talent Acquisition Officer, via or

IMPORTANT:

If you are successful following review of your application, you may need to perform assessments and/or interviews via online platforms using a PC, laptop or smart phone.

Our Commitment to Diversity and Inclusion

DCJ is committed to building a workplace culture that values diversity and inclusion. We actively promote the employment of people with disability, Aboriginal and Torres Strait Islanders, LGBTI and other diversity groups.

If you need an adjustment in the recruitment process, please call or email the contact person listed above, and also advise us of your preferred method of communication.

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

Thank you for your interest in this role. We look forward to receiving your application.