• Job Description

  Req#: req32312

  Customer Care Specialist – Muswellbrook Service Centre
  Title: Customer Care Specialist (Service Centres)
  Salary: Service NSW Grade 5 ($84,734 - $89,050 pro-rata, plus employer's contribution to superannuation and annual leave loading)
  Location: Muswellbrook Servi ce Centre
  

  Employment Status: Part-time – ongoing opportunity

  We are currently recruiting for the position of Customer Care Specialist at our Muswellbrook Service Centre (Spoke of Singleton Service Centre).

  What are ‘hub and spoke’ Service Centres?

  In some regional or remote areas, a ‘hub’ Service Centre acts as the parent of one or more ‘spoke’ Service Centre locations. The hub and spoke models share a leadership team and operate in such a way that team members may be required to work between locations.

  Please note: This recruitment will only be used to fill roles or create a talent pool for this specific location and immediate surrounding area.
  

  About the opportunity:
  

  If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast-paced environment, this could be the right role for you. You will provide accurate and efficient information and assistance to customers for various NSW Government support by assisting them to access a range of support services, including in times of emergencies and natural disasters to ensure a holistic, supported customer experience

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

  Key accountabilities:

  • P rovide 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

  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 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.

  Part-time – minimum 40 hours per fortnight

  Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays.

  We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.
  

  Salary

  Service NSW Grade 5 - base salary for this role ranges between $84,734 - $89,050 pro-rata, plus employer's contribution to superannuation and annual leave loading.
  

  How to Apply

  Provide a covering 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 4th March, 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 Bryan Kreltszheim via bryan.kreltszheim@customerservice.nsw.gov.au .
  
  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.

  Our Commitment to Diversity, Inclusion & Flexibility
  We are committed to diversity, inclusion, and new ways of working.
  The Department of Customer Service serves all the people of NSW and we want to reflect that diversity in our people. We welcome and encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, carers, refugees, people in regional NSW and people of all ages. We strive to be an inclusive workplace where all our people can bring their authentic selves to work without judgement.

  We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible.

  If you do require an adjustment during the recruitment process, please notify us on your application form or contact the recruiter via bryan.kreltszheim@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.

  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 bryan.kreltszheim@customerservice.nsw.gov.au or 02 9494 8351.

  For more information, please visit
  

  Information on some of the different types of disabilities

  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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