This is a Service Advisor role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - mid level More about the Service Advisor role at NSW Department of Customer Service Drive service excellence and support safer workplaces across NSW Clerk Grade 7/8 with a salary range of $113,574 - $125,720 Ongoing roles based in Parramatta or Gosford Due to the Christmas shutdown period, the Talent Team will be unavailable to respond to queries from 25 December 2025 to 9 January 2026. Additionally, system upgrades will occur during this time, and applications cannot be submitted for this role and will be unavailable between 24 and 25 December 2025. If you experience technical difficulties during this period, please email recruitment@safework.nsw.gov.au and we will endeavour to respond upon return About us SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities. SafeWork NSW has just transformed to become a modern, strong, and independent Work Health and Safety Regulator. About the role: The Service Advisor is a key member of the Regulatory Services inbound customer contact centre team at SafeWork NSW. This role focuses on delivering high quality customer service and operational support to ensure consistent, accurate, and timely service aligned with SafeWork standards. In this newly created role, you will be joining an enthusiastic team of dedicated, specialist customer service professionals who are multi skilled, flexible, resilient and highly collaborative. Responsibilities include but not limited to: Assist in managing service volumes and prioritising tasks to maintain efficiency. Monitor calls, conduct audits, and perform compliance checks to uphold service standards. Support the development and delivery of training to build team capability. Identify service challenges and recommend solutions to enhance customer experience and operational effectiveness. Manage complex or sensitive enquiries and ensure they are resolved in line with protocols. Report, track service trends and customer feedback to inform continuous improvement initiatives. To learn more about the role, please click here to download the role description. About You: We're looking for someone who is a team player, thrives in a dynamic environment and is committed to delivering outstanding customer experiences. The ideal candidate will have: Strong communication and stakeholder engagement skills. A proactive approach to problem solving and process improvement. Ability to assimilate complex legislative subject matter and design and deliver accurate, clear and digestible training. Ability to manage competing priorities and adapt to change. Experience in customer service, quality assurance, or training support, with regulatory or contact centre environments highly desirable. SafeWork Regulatory Services currently employs a hybrid working model that includes designated office attendance days (primarily) and remote work, which will evolve in line with departmental office attendance policies, along with agreed flexible work options. How to apply: Click 'Apply Online' to access our application portal and submit your application. Your application should include a brief cover letter and resume outlining your capabilities and experience relevant to the role. Application closing date: Monday, 5 January 2026 (9:59AM) For enquiries relating to the recruitment process, please contact Natalie Caruana at natalie.caruana@safework.nsw.gov.au 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 Natalie Caruana at natalie.caruana@safework.nsw.gov.au For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process A talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing service volumes Conducting audits Supporting training development Key Strengths ️ Strong communication skills Proactive problem solving Customer service experience ✅ Quality assurance experience Training support experience ⚡ Adaptability to change Why NSW Department of Customer Service is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
