Senior Customer Service Officer
Senior Customer Service Officer
- Ongoing Full-Time opportunity in a supportive and high performing team
- Location: Parramatta / Flexible working arrangements
- A talent pool may be created through this recruitment process to fill anticipated vacancies over the next 18 months.
- Competitive remuneration ranging from $82,193 to $90,001 plus super & annual leave loading.
About the Department of Education
The Department of Education is the largest provider of public education in Australia with responsibility for delivering high-quality public education to two-thirds of the NSW student population.
For more information about the Department of Education, please visit NSW Department of Education
About the role
The Senior Customer Service Officer role is responsible for providing support to internal and external customers within a Shared Services Contact Centre environment. The role involves providing high level customer service and assists in the recording and maintenance of the customer enquiries database. The responsibilities include:
- Responding to customer enquiries promptly and confidentially.
- Referring complex issues to a Centre of Expertise for action and resolution.
- Maintaining records of customer enquiries in a customer management system and follow up as required.
- Providing accurate and reliable information and resolutions using designated knowledge sources.
- Provide enquiry and referral data to assist in preparation of reports on the Centre’s activities.
For further information please click here to view the role description.
About you
- Demonstrate strong communication skills to work effectively with a range of customers.
- Experience working in customer service and ability to put the customer at the forefront.
- Experience working with record management systems.
- Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.
Essential requirements of the role
- Capacity to work various shifts on a rotational roster 7:30 am to 6:00 pm, Monday to Friday, from an office location and home environment as required.
- Demonstrated understanding of and commitment to the value of public education.
Benefits
- Flexible working arrangements
- 35 hour working week
- Competitive, salary sacrificing, employer’s contribution to superannuation and annual leave loading
- Flex Leave entitlements, generous holidays & leave conditions
- Opportunities for advancement and mobility across the Department to support your career growth
How to apply
Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as well as providing a response to the following pre-screening question below:
- Describe a time when you worked in a high-volume contact centre. How did you manage to ensure KPIs were met, and what steps did you take to maintain a high standard of customer satisfaction (400 words maximum)?
Please refer to the Applicant’s Guide to Applying to assist you with your application.
If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education, click here for instructions on how to submit your application.
All other applicants please submit your application by clicking ‘Apply Now’.
Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.
As a condition of employment, successful candidates who have not previously worked for the department will be required to provide a current Working with Children Check (WWCC) Clearance number. This option would allow the WWCC to naturally expire without further communication needed with the employee. The employer obligations under the WWCC would apply for duration of the WWCC’s validity (up to 5 years)
Closing date: 20 April 2025 at 11:59pm.
For role enquiries please contact Regina Gray-Poasa at regina.graypoasa@det.nsw.edu.au
We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team (dandi@det.nsw.edu.au) or visit NSW Department of Education Diversity and Inclusion.
A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.
