• Job Description

  Req#: req40200

  Customer Concierge Operator
  Digital Service Representative
  Customer Service Representative
  Gosford Contact Centre | Tuggerah, Toukley, Erina, Woy Woy and Gosford Service Centres

  Customer Concierge Operator - SNSW Clerk Grade 2- starting annual salary $60,680
  Digital Service Representative - SNSW Clerk Grade 2/3- starting annual salary $60,680 Superannuation and annual leave loading is in addition to the above salary ranges
  Customer Service Representative - SNSW Clerk Grade 3/4- starting annual salary $69,864 Superannuation and annual leave loading is in addition to the above salary ranges

  Role Type: Multiple - Temporary and Ongoing Positions; Full-time, Part Time, Casual (Service Centre DSR only). This recruitment activity may also be used to create a talent pool for future ongoing and temporary 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

  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 Gosford Contact Centre with Talent pooled candidates eligible for potential future opportunities in surrounding Service Centre locations, including Tuggerah, Toukley, Erina, Woy Woy and Gosford.

  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 complete an in-person Assessment 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 Alyssa Shearman via alyssa.shearman@customerservice.nsw.gov.au

  Closing Date: Monday, 3rd March 2025 at 9:59am

  Click Here to access the Role Description . For enquiries relating to recruitment please contact Alyssa Shearman via Alyssa.Shearman@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.

  Careers at Department of Customer Service
  A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
  

  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 have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Alyssa.Shearman@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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