Customer Concierge Operator
Digital Service Representative
Newcastle and Maitland Contact Centre

Customer Concierge Operator - SNSW Clerk Grade 2 - starting annual salary $58,346 (pro rata)
Digital Service Representative - SNSW Clerk Grade 2/3 - starting annual salary $58,346 (pro rata)
Superannuation and annual leave loading is in addition to the above salary ranges
Digital Service Representative – Casual Relief Pool – SNSW Grade 2/3 - Hourly rate starting at $31.95 p/hr [plus casual loading/s in accordance with the Service NSW (Salaries and Conditions) Employees Award 2021 . This rate excludes any applicable superannuation payment].

Role Type: Multiple - Temporary and Ongoing Positions; Part Time, Casual (Service Centre DSR only). This recruitment activity may also be used to create a talent pool for future full time and part time ongoing, temporary and casual roles and is valid for a period of up to 18 months.

Please note – We are running multiple recruitment campaigns for the same roles across different locations. If you have recently applied for a frontline customer service role at a different location, you will not need to reapply. Additionally, if you are already on the talent pool for the above roles, you will not need to apply and be assessed again.

About Service NSW
Service NSW makes it easier to access government services for people and businesses across NSW.

At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW.

About you
Are you a recent school leaver or graduate looking to enter the public sector and have a natural flair for customer service?

Are you looking to re-enter the workforce engage with a diverse audience to assist with their enquiry and you thrive in a fast-paced environment where customer solutions are the key?

Are you looking for a customer service role where you can really make an impact?

Then we would love to hear from you!

To be successful in this role you will have:

• Excellent customer service, communication skills and attention to detail
• Intermediate Computer skills including the ability to utilise a variety of operating systems
• Ability to adapt to different scenarios and manage complex enquiries
• The understanding of how to handle confidential and personal information within organisational and legislative requirements
• Collaborative teamwork. Work part of a team to meet service standards and provide best practice customer service

What is the DSR Casual Relief Pool:
The casual relief pool will support our Service Centre teams during peak periods, to assist our customers and meet business demands.

As the face of our Service Centres, you will bring with you high energy, great communication skills and a willingness to be part of a fast-paced customer centric team. Your drive to help others and working well as part of a larger team will be what sets you apart from the pack.

These casual appointments will be utilised to meet business needs across the following Service Centre locations - Toronto, Warners Bay, Wallsend, Newcastle, Cessnock, Maitland, Raymond Terrace, Nelson Bay.

Operating hours:
In our Contact Centres we have rotating shifts - Monday to Friday between 7am-7pm. Some areas operate with extended operational hours between 6am-10pm Monday-Sunday including public holidays.

In our Service Centres hours vary between locations. You can check the opening hours for each Service Centre here . Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays.

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.

Full time: 70 hours per fortnight & part time: minimum 40 hours per fortnight.

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

What we offer:

• Personal development – Excellent development opportunities for someone ready for the next step in their career! Excellent career growth and learning development opportunities.
• Access to health and well-being programs - Including Fitness Passport and EAP (Employee Assistant Program) - Wellbeing programs and resources available

Locations
Current opportunities are available in our Newcastle and Maitland Contact Centres with Talent pooled candidates eligible for potential future opportunities in surrounding Service Centre locations.

How to Apply
Please submit your resume outlining how your skills and experience are relevant to the position.

Candidates successful in progressing to assessment for this role will need to be available to attend an onsite Assessment Centre at the Newcastle Contact Centre. Submitting your application confirms your understanding you can attend in person.

Click Here to access the role descriptions.

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.

Further Information:
For enquiries relating to the role please contact contactcentrecareers@service.nsw.gov.au .
For enquiries relating to recruitment please contact Thomas Ting-Shelley via thomas.ting-shelley@customerservice.nsw.gov.au

Closing Date: 3rd June 2024

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.

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 feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team Thomas Ting-Shelley via thomas.ting-shelley@customerservice.nsw.gov.au or 02 9484 8351.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process