Customer Service Support Officer - Customer Support team, DCS Subsidence Advisory Division Clerk Grade: 3/4 Salary range: $ 84,659 - $ 92,701 superannuation and leave loading Term: Temp up to Jan 2027, Full-time Location: Newcastle NSW or Camden NSW - Minimum 2-3 days per week in office requirement. Hybrid working arrangements available other days. In office requirement could be subject to change based on applicable DCS workplace policies. About the team Subsidence Advisory NSW is an agency within the Department of Customer Service who work to support the community in coal mining areas of New South Wales and are responsible for administering the Coal Mine Subsidence Compensation Act. The team provide expert advice to property owners, government departments and authorities, local councils, community organisations and industries throughout NSW Your day-to-day As a Customer Service Support Officer, you will be responsible for providing consistent, high-level, frontline customer service on behalf of the agency. You will also perform business support functions such as record management, project assistance and other services, in a manner that enhances customer satisfaction and supports both internal and external stakeholders. Please Note: The role requires regular, weekly office attendance at our Newcastle (Tuesday and Thursdays) or Camden offices (Wednesday and Thursdays) in line with business requirements. This role requires you to be available Monday to Friday between 8.30am - 4.30pm in line with our core operating customer service hours. Key Responsibilities: Provide high level customer service across telephone, email, and face-to-face channels. Respond promptly to enquiries from customers (both internal and external) across a wide range of matters, ensuring compliance with applicable legislation and procedures. Perform a wide range of administrative tasks within established delegation levels. Update and maintain records and databases across various systems. Deliver business and project support as required. To be successful you will have: Experience with contact center work and or/ handling customer calls Experience using Genesys phone system is preferable but not essential Proven ability to be empathetic and professional when dealing with challenging and/or difficult customers will be highly regarded Demonstrated proficiency across Microsoft Office programs/ Microsoft 365 Skills in preparing and writing formal correspondence to internal and external stakeholders. Clear communication skills with strong interpersonal skills. A high degree of accuracy with information and data entry. Ability to competently learn and use ICT and record management systems. Capability to comply with business processes and procedures. What we need from you Please submit your resume of no more than 5 pages, including a cover letter of no more than 2 pages, sharing your motivation for applying for the position and demonstrating your capability and relevant skills. Salary Grade 3/4, with the base salary for this role starting at $84,659 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact gabriella Schulzer via gabriella.schulzer@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: Tuesday 7th October 2025 [9.59am] Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here . We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact gabriella.schulzer@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process
