Client Service Officer

Company description:

Department of Communities and Justice

Job description:

Parramatta Location

Flexible Working Arrangments Available!

Salary - Clerk Grade 1/2 ($70,694 - $76,857) + Super

The Department

The Courts Service Centre (CSC) is a telephone contact centre that acts as the first point of contact for customers of courts and tribunals across New South Wales. On average, the CSC receives more than 40,000 inbound telephone calls per month from a range of customers including legal professionals, police and correctional centres, media, jurors, defendants, parties to court matters and the public. We are focused on delivering a superior customer experience, providing plain language advice and information about court and tribunal processes in NSW, and making referrals to other agencies where appropriate.

What you'll do

We are passionate about what we do, and we are looking for individuals who want to grow their career in customer service. In the Client Service Officer role, you will ensure a seamless flow of calls whilst quickly identifying and qualifying the nature (legal and non-legal) of the call, answer any questions and provide accurate and knowledgeable information and procedural advice where appropriate.

The role is challenging and rewarding; you will be required to think on your feet, display empathy and maintain the utmost professionalism. You will confidently navigate through various sources of information and systems to respond to client enquiries and maintain an in-depth knowledge of our policies and procedures. You will be collaborative and enjoy working as a team to respond to high volumes of telephone enquiries daily.

You will be supported by Senior Client Service Officers and Team Leaders who will coach and support your development, striving for a culture of continuous improvement and superior customer experience, and act as escalation points for complex customer queries.

Your high levels of customer focus, resilience, and ability to embrace change will ensure your success in this role.

Hours of operation for the Courts Service Centre are, Monday to Friday, 8.30 a.m. to 4.30 p.m., excluding gazetted public holidays.

In addition, and in accordance with the Departments Flexible Working Hours Agreement 2017, employees have a working hour's bandwidth from 6.30 a.m. to 9.00 p.m. Monday to Friday, pending operational or service delivery requirements.

Work location will be Parramatta with hybrid flexible working arrangements available, dependant on operational requirements.

What we're looking for

We are looking for candidates who are naturally empathetic and resilient as some of the calls could be difficult or challenging taking take responsibility for managing your own workload. You must be able to handle pressure and thrive in a fast-paced environment and enjoy working to achieve targets.

For more information about this role, click here to download the role description.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now' button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply - you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It's work that really matters.

Apply now and join Australia's top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) addressing the 2 targeted questions below with a brief outline on how you meet the requirements of the role:

• Give an example of a customer service situation that didn't go well. What happened, how did you manage the situation, what was the result and what would you do differently next time?
• How have you helped your manager/employer to promote a positive attitude in the workplace? Give an example.

Applications close 17 March 2024 at 11:59pm AEST.

Got a question?

For more information about the role or what it's like to work for DCJ, please contact the hiring manager Debra Giles on 02 8831 4*** or at ***********@justice.nsw.gov.au

If you've got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please email Mary Michael at ************@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.