Customer Service Officer

1 week ago

Sydney, New South Wales, Australia APG Workforce Full time $50,000 - $80,000 per year

APG is currently seeking an experienced Customer Service Officer for a 3 Month Assignment within a Sydney Government Sector.

  • $41 per hour + Super
  • 35 hours per week (7 hours per day)
  • 3 Month Assignment
  • Hybrid working model: Onboarding: 1–2 weeks in-office, Monday–Friday, Ongoing: Sydney CBD office Monday to Wednesday, work from home Thursday & Friday
  • Convenient CBD location: 19 O'Connell St, Sydney

About the Role

We're seeking an experienced Customer Contact Team Operator to join NSW Trustee & Guardian on a 3-month assignmentwith an immediate start.

In this role, you'll be the first point of contact for customers, stakeholders, service providers, and members of the public—delivering high-quality customer service through switchboard operations.

You'll handle a high volume of calls, using a range of systems and tools to ensure enquiries are triaged to the right team or individual. This is an excellent opportunity for someone who thrives in a fast-paced environment, has a professional and empathetic phone manner, and is committed to delivering outstanding customer service.

Key Responsibilities

  • Provide professional customer service aligned with NSW Trustee & Guardian's Customer Excellence Principles.
  • Respond promptly to enquiries, ensuring service levels are met.
  • Triage and direct calls from customers, stakeholders, and service providers to the appropriate team.
  • Participate in training to maintain strong knowledge of services, products, and processes.

Key Challenges

  • Managing high call volumes (approx. 30,000 calls per month).
  • Remaining empathetic, sensitive, and professional when supporting vulnerable customers with complex enquiries.
  • Balancing competing demands to achieve positive outcomes for customers and stakeholders.

About You

  • Previous experience in a call centre, switchboard, or high-volume customer service environment.
  • Strong communication and problem-solving skills.
  • Ability to remain calm, professional, and empathetic in challenging situations.
  • Comfortable navigating multiple systems and processes.

APPLY NOW

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