Senior Customer Service Officer

Senior Customer Service Officer

• Location: Bathurst - flexible
• Term: Ongoing/ Full-Time
• Grade: Clerk Grade 5/6
• Salary Range: $ $93,295 - $102,941 per annum, plus super and leave loading
• Branch and Division: Registry, Regulatory Schemes and Funds
• Closing Date: Wednesday 10th April 2024 [9:59am]

About the Team

NSW Fair Trading's Registry & Regulatory Scheme directorate delivers a diverse range of regulatory functions which enable individuals, businesses and organisations to operate in NSW.

An ongoing opportunity has arisen within the Customer & Community Operations team for a Senior Customer Service Officer.

The Senior Customer Service Officer is responsible for assisting with the co-ordination of a team delivering Customer Service through management of a range of public registers for corporate entities regulated under various legislation. The position must balance resource allocation, workflow and support and address public register related customer enquiries and requests, to deliver optimum customer outcomes.

About the Role

Key responsibilities include:

• Reviewing and managing resource, workflow, and phone roster allocation to meet Customer Service expectations and guarantees of service in a rapidly changing environment.
• Assisting the Team Leader with monitoring, analysis and evaluation of work volume to recommend changes as required including the identification of opportunities to improve the efficiency of work processes, implementing changes in the workplace and development and modification of practices and protocols to improve performance.
• Proactively managing and addressing complex public register related customer enquiries and escalations.
• Application and interpretation of appropriate legislation, rules and procedures to everyday work practices.
• Contributing to the development and implementation of policies, procedures and protocols for the Customer Service team, as well as team leadership in change initiatives.
• Supervision, coaching and support of the team, including provision of guidance and appraisal of performance, provision of feedback and facilitation of learning and developing plans to ensure optimum levels of service are achieved.
• Coordination of weekly and monthly reporting tasks and the refinement of measures and reporting requirements on an as needs basis.

To be successful in this role you will:

• Have strong interpersonal and people management skills
• Be proactive in managing your workload and tasks with a proven ability to prioritise work and the work of others, in the face of competing demands
• Have experience in leading teams or leading initiatives as a key member of a team
• Be able to adopt a strategic view of the teams' contribution to the NSW community as well as being able to operate in the detail of work being progressed
• Possess excellent communication skills, both written and verbal
• Be flexible and adaptable to changing priorities and direction, including the ability to assist others through these changes
• Have a passion for Customer Service in a high volume, operational environment
• Have sound reporting and analytical skills, with proven ability to monitor performance and coordinate reports demonstrating progress against team targets and measures.
• Have strong ICT skills including Microsoft Office, TRIM and experience having used various databases

If this sounds like you, we would like to hear from you!

Salary Grade 5/6, with the base salary for this role starting at $93,295 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Hannah Harget via *************@customerservice.nsw.gov.au.

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: Wednesday 10th April 2024 [9:59am]

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.

You Belong Here

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

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via *************@customerservice.nsw.gov.au or 02 9494 8***.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process