Aboriginal Customer Service Representative
Service NSW Grade 3/4
Mobile Service Centre, Far West Region

This is an identified role. Aboriginality is a genuine occupational qualification and is authorised by S14 (d) of the Anti-Discrimination Act 1977.

Title: Customer Service Representative (Service Centres)
Salary: Service NSW Grade 3/4 ($69,863 - $85,197), plus employer's contribution to superannuation and annual leave loading)
Duration: Ongoing, Full time
Location: Various

We are currently recruiting for the position of Customer Service Representative in our Mobile Service Centre. Please note: Service NSW uses multi-staged recruitment methods and candidates selected to progress to interview stage, may be required to attend an in-person interview.

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 assistance, advice, source information and deliver customer support services, for multifaceted enquiries and complaints to facilitate the effective operation of the business to ensure outstanding customer service.

To find out more about being a Customer Service Representative click here to access the Role Description.

Key responsibilities include:

• Respond to multifaceted enquiries from customers on a wide range of matters and provide timely, accurate, and consistent advice and information on services via a range of interaction channels, as per organisational processes and standards to ensure optimal service delivery and put the customer at the centre.
• Update and maintain records and databases, complying with service delivery systems and processes, to ensure that all information is accurate, stored correctly and accessible.
• Provide accurate, effective, and high-quality customer service consistent with the Service NSW vision, mission, values, practices, and procedures to ensure optimal service delivery and a positive customer experience.
• Provide high level advice and assistance to build customer capability regarding products and services.
• Accurately receipt, record, and resolve customer complaints and escalated enquiries to ensure timely and effective outcomes for customers.
• Perform administrative activities, including the creation and updating of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery.
• Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes and the implementation of changes in the workplace.

Essential Requirements

• Identify as a person of Aboriginal descent, including submission of supporting document for family's Aboriginal descent and acceptance by their local Aboriginal community as a person of Aboriginal descent.
• Ability to travel across NSW, including metro, remote and regional locations to respond to disaster relief operations for up to 5 days at a time, during an emergency response event (applicable to disaster recovery only)
• Mobile Service Centre members are required to travel Monday to Friday as part of normal business operations.
• Ability to be on call (stand-by) during a deemed emergency response event for a specified period as advised (applicable to disaster recovery only.

What we need from you:
An up-to-date CV (no more than 5 pages) and a brief cover letter (no more than 2 pages) which clearly details your skills and experience as relevant to this role along with evidence of Aboriginality.

Aboriginal as defined by the Aboriginal Lands Rights Act 1983 (NSW) is a person who:

• identifies as a person of Aboriginal descent.
• presents documentation identifying their family's Aboriginal descent.
• is accepted by their local Aboriginal community as a person of Aboriginal descent.

Closing Date: Monday 31st March 2025 at 9:59am

For questions around the Confirmation of Aboriginality requirements or if you would like to know more about the support for Aboriginal employees, please contact [email protected].

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.

Service NSW partners with over 50 government and non-government agencies to offer over 1,200 NSW Government services such as the Cost-of-Living program, Active and Creative Kids, drivers' licences, applications for birth certificates, Housing NSW payments and more.

Click here to learn more about Service NSW

Further Information
For enquiries relating to recruitment please contact Thomas Ting-Shelley via [email protected].

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.

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 [email protected] 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

A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.