Customer Service Representative - Grafton

Customer Service Representative - Grafton, Maclean & Coffs Harbour Service Centres

Title:Customer Service Representative (Service Centres)

Salary: Service NSW Grade 3/4 ($67,176 - $81,920 pro-rata, plus employer's contribution to superannuation and annual leave loading)

Location: Grafton Service Centre, Maclean Service Centre, Coffs Harbour Service Centre

Employment Status: Part Time/Full Time - both temporary and ongoing opportunities

We are currently recruiting for the position of Customer Service Representativeat our Grafton Service Centre and creating a talent pool for Maclean and Coffs Harbour Service Centres.

Please note: this recruitment will be used to fill this specific role or create a talent pool for this specific location (including the immediate surrounding area).

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 in order to ensure outstanding Customer Service.

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

Key accountabilities:

· 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.

Hours of work

Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here.

The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.

Full-time - 70 hours per fortnight

Part-time - minimum 40 hours per fortnight

Flexibility is required to work on a rotating roster between the Service Centre's operational hours which may include Saturdays.

We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.

Salary

Service NSW Grade 3/4 - base salary for this role ranges between $67,176 - $81,920 pro-rata, plus employer's contribution to superannuation and annual leave loading.

How to Apply

Attach a cover letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).

Detailed instruction for how to prepare your application can be found here.

Closing Date: Monday 11th March 2024 at 9:59am

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 ***************@customerservice.nsw.gov.au

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.

Our Commitment to Diversity, Inclusion & Flexibility

We are committed to diversity, inclusion, and new ways of working.

The Department of Customer Service serves all the people of NSW and we want to reflect that diversity in our people. We welcome and encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, carers, refugees, people in regional NSW and people of all ages. We strive to be an inclusive workplace where all our people can bring their authentic selves to work without judgement.

We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible.

If you do require an adjustment during the recruitment process, please notify us on your application form or contact the recruiter via ***************@customerservice.nsw.gov.au