Job Title: Call Centre Operator – Service NSW (iCare Stream)

Location: Parramatta Contact Centre
Positions Available: 2
Contract Duration: 13 June 2025 – 14 November 2025
Hourly Rate: $34.59 + Super
Working Hours: Up to 35 hours per week | Monday to Friday | Rotating shifts between 7:00am – 7:00pm
Interview Format: In-person at Parramatta Contact Centre
Police Check: Required

About the Role
Service NSW is seeking two experienced Call Centre Operators to join the iCare stream based at the Parramatta Contact Centre. This role is perfect for motivated individuals with a strong customer service background who are looking to contribute to a high-performing government team.

Key Responsibilities

• Deliver high-quality customer service via inbound calls
• Navigate multiple systems to provide accurate and timely information
• Maintain strong written and verbal communication with customers
• Work efficiently in a fast-paced, structured contact centre environment

Roster Details

• One early shift period (e.g. 7am start)
• One mid-shift period (e.g. 9–10am start)
• One late shift period (e.g. 11am start)

• Rotating roster between 7:00am – 7:00pm, Monday to Friday (excludes public holidays)
• Contractors will follow a 4-week rotating schedule:
  
• You will not repeat the same shift for consecutive rosters

What We’re Looking For

• Typing, monitor and mouse navigation
• Email etiquette
• Microsoft Outlook and Teams

• 2–3 years’ experience in customer service (call centre, admin, or retail)
• Excellent written and verbal communication skills
• Intermediate computer proficiency:
  
• Technically savvy and quick to learn new systems
• Prior experience in a government or office environment is highly desirable

Training and Support

• Initial Training: 2 weeks (classroom style – full attendance required)
• Nesting Period: 12 weeks (on-the-job support with SMEs)
• Assessment: Progress will be reviewed to determine readiness for independent work
  Note: Failure to meet training benchmarks may result in early contract termination.

How to Apply If you're passionate about customer service and ready to join a dynamic team at Service NSW, apply now for this exciting opportunity!