Customer Service Representative - Lismore [Australia]

 

Customer Service Representative – Lismore Service Centre

Title: Customer Service Representative (Service Centres)

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

Location: Lismore Service Centre

Employment Status: Part-time – ongoing and temporary opportunities

We are currently recruiting for the position of Customer Service Representative at our Lismore Service Centre (Hub of Casino Service Centre).

What are ‘hub and spoke’ Service Centres?

In some regional or remote areas, a ‘hub’ Service Centre acts as the parent of one or more ‘spoke’ Service Centre locations. The hub and spoke models share a leadership team and operate in such a way that team members may be required to work between locations.

Please note: This recruitment will only be used to fill roles or create a talent pool for this specific location and 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 interact with customers completing timely, efficient, transactions and provide information and guidance on accessing a range of services. You will also be comfortable working to KPI’s achieving individual and team goals.

Key accountabilities:

· Create a positive relationship in all customer interactions across a range of interaction channels, maintaining a professionally courteous and friendly manner in line with Service Level Agreements to ensure customer satisfaction as a priority

· 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

• 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 resolve customer complaints and escalate unresolved and complex issues through appropriate channels to ensure timely and effective outcomes for customers

· 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.

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.

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, plus employer's contribution to superannuation.

How to Apply

Provide a covering 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.

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.

Further Information

For enquiries relating to the role please contact servicecentrecareers@service.nsw.gov.au.

For enquiries relating to recruitment please contact Thomas Ting-Shelley via thomas.ting-shelley@customerservice.nsw.gov.au.

Closing Date: Monday 20 November 2023, 9:59am

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.

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 thomas.ting-shelley@customerservice.nsw.gov.au or 02 9494 8351.

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