Customer Service Officer Admin
SNSW Grade 2/3 -The package includes base salary ($62,500 - $ 78,839), plus employer's contribution to superannuation and annual leave loading
Customer Service Representative
SNSW Grade 3/4 -The package includes base salary ($71,959 - $ 87,753), plus employer's contribution to superannuation and annual leave loading
Employment Type: Full time Talent Pool - Ongoing and Temporary
Location: Parkes Middle Office- Onsite
Goulburn Middle Office- Onsite - Talent Pool
Role Type: This recruitment will be used to fill current vacancies and to create a Talent Pool for temporary and ongoing opportunities that arise over the next 18 months.

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.

Click here to learn more about Service NSW

About you
Are you looking for a customer service role where you can really make an impact?
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, assist with their enquiries, and thrive in a fast-paced environment where delivering customer solutions is key
Then we would love to hear from you!

About the role
You will be responsible for delivering transactional services that provide timely, accurate and efficient information and assistance to NSW customers, ensuring high levels of customer service delivery and the provision of a quality customer experience which is easy, convenient and as secure as possible.

Key Accountabilities

• Provide accurate, effective and high-quality customer service consistent with the Agency's vision, mission, values, practices and procedures to ensure optimal service delivery and a positive customer experience
• Create positive relationships in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority Written and verbal communication with internal and external stakeholders
• Communication through email, telephone and mail to NSW customers on a variety of NSW Government services provided by Service NSW
• Perform work as required in line with capabilities to contribute to the success of Service NSW objectives
• Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised
• Research, analyse and resolve enquiries from a variety of channels including electronic/digital, phone and/or face to face to resolve enquiries in a timely manner or transfer to an appropriate channel/s for effective resolution
• Acknowledge, accurately record and escalate customer complaints and complex issues through appropriate channels to ensure timely and effective outcomes for customer
• Provide advice & assistance to build customer capability regarding products and services
• Perform administrative activities, including the creation and update of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery
• Contribute to improvement initiatives by identifying opportunities and proposing new ideas to improve the efficiency of work processes and support a continuous improvement service delivery environment

If this sounds appealing to you, we welcome your application!

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

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.

Closing Date: 5th September 2025 at 9.59 am

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.

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.

Want to know more?
For enquiries relating to recruitment please contact Alyssa Shearman via [email protected]

Click Here to access the Role Description. For enquiries relating to recruitment please contact Alyssa Shearman via [email protected].

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 [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