Customer Care and Support Officer – Contact Centre

Location: Parramatta (Hybrid – 5 days/fortnight in office)
Employment Type: Full-Time Contract (30 June – 31 December 2025)
Hours: Monday to Friday, 8:30 AM – 5:00 PM (40 hrs/week, 30-minute lunch)
Hourly Rate: $43.00 + Super

Join a passionate frontline support team and make a difference in planning across NSW!

We are currently seeking a motivated and customer-focused Customer Care and Support Officer to join our General Support Team within the NSW Planning contact centre. This role is vital to ensuring the public receives accurate, timely, and helpful support regarding the NSW Planning Portal and general planning matters.

Key Responsibilities:

• Be the first point of contact for planning enquiries via phone, email, and online channels.
• Assist users with the NSW Planning Portal and triage incoming enquiries effectively.
• Provide clear, accurate information about planning processes and applications.
• Escalate complex or technical issues to internal teams and ensure timely resolutions.
• Identify trends in enquiries and contribute to process improvements.

What You’ll Bring:

• A strong customer service mindset with experience in high-volume contact centres.
• Excellent verbal and written communication skills with the ability to simplify complex information.
• Strong problem-solving and critical-thinking abilities.
• A proactive, self-motivated approach with a commitment to continuous improvement.
• Ability to work collaboratively with internal teams and government stakeholders.

Key Challenges:

• Delivering clear and empathetic support on sometimes sensitive or high-profile matters.
• Navigating a fast-paced environment while maintaining attention to detail.
• Staying informed about evolving planning processes and digital systems.

Why Join Us?

• Work on meaningful projects that impact communities across NSW.
• Be part of a professional, inclusive, and supportive team culture.
• Hybrid work environment with flexibility and work-life balance.
• Government role with strong organisational support and structure.

Apply Now
If you’re passionate about delivering excellent customer service and want to help shape the future of NSW communities, we want to hear from you!