• Job Description

  Req#: req32290

  Assistant Customer Experience Officer, ongoing role, location is flexible across NSW with hybrid working

  An exciting opportunity has arisen for an Assistant Customer Experience Officer to join the Land Tax team within Revenue NSW!
  
  Land Tax is part of the Taxes and Grants division within Revenue NSW.
  
  We are seeking to recruit motivated, enthusiastic, innovative, and team-oriented people with a focus on providing excellent customer service. This role supports the Land Tax business unit and management team to deliver excellent customer service.
  
  Some of the key responsibilities include:

  • Develop, review and maintain comprehensive and up to date knowledge of relevant legislation, policies, procedures and business rules to provide advice, guidance and coaching to the business to ensure consistency and accuracy standards are met in a high-volume environment
  • Liaise with relevant stakeholders to develop communications plans for internal and external customers with the ability to understand the audience and make strategic recommendations based on data
  • Facilitate the lifecycle of customer complaints and enquiries collaborating with the wider business to ensure matters are resolved and developing continuous improvement initiatives to minimise customer pain points
  • Facilitate workshops and work with management and stakeholders to negotiate and influence change
  • Coordinate and provide support for engagement and communications activities including maintaining documentation/web content that ensures the appropriate application of communication standards and guidelines

  To be successful in this role you will demonstrate:

  • Experience working with a wide range of stakeholders, maintaining relationships, and delivering results
  • Experience preparing reports/delivering analysis to drive improved customer experience
  • The ability to work across multiple projects at once with competing priorities
  • The ability to draft communications to a wide range of stakeholders notifying of process changes or system updates
  • Knowledge of or ability learn end to end processes in Land Tax and identify how changes impact processes downstream
  • Ability to work in a high performing agile team

  What we need from you:
  
  An up-to-date CV and a one page cover letter outlining how your skills and experience are aligned to the role.
  
  For enquiries regarding this position, please contact Courtney Portelli via Courtney.Portelli@revenue.nsw.gov.au
  
  About Revenue NSW
  
  Revenue NSW is the state’s principal revenue management agency. We are part of the Department of Customer Service. Our purpose is to contribute to a prosperous, safe, and fair society by collecting revenue, resolving fines, administering grants, and recovering debt.
  
  We are proud of our diverse and regional team and welcome flexible working. We are open to this role being based at any one of our offices - Parramatta, Lithgow, Maitland, Gosford, Wollongong. Regular travel may be required to engage with the team and our partners.

  Further Information

  Salary Grade 5/6, with the base salary for this role starting at $93,295 base plus superannuation

  Click Here to access the Role Description .

  For enquiries relating to recruitment please contact Bec Conquest via bec.conquest@customerservice.nsw.gov.au.

  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: Tuesday 19th March 2024 @ 10am

  Working at Department of Customer Service

  The Department of Customer Service (DCS) is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

  Visit our Careers site to find out what it means to work for us.

  You Belong Here
  
  We are committed to diversity, inclusion, and new ways of working.
  
  We have 8 million+ reasons to care and want our employees to represent the communities that we serve.
  
  You can view our full diversity and inclusion statement here.
  
  We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via bec.conquest@customerservice.nsw.gov.au or 02 9494 8351.

  For more information, please visit
  

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  Information on adjustments available for the recruitment process

• About the company

  The Government of New South Wales, also known as the NSW Government, is the Australian state democratic administrative authority of New South Wales.

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