This is a Customer Service Officer role with NSW Health based in Sydney, NSW, AU NSW Health Role Seniority - mid level More about the Customer Service Officer role at NSW Health Deliver exceptional service in a fast-paced clinical support environment Make a meaningful impact for culturally diverse and Deaf communities Join a team committed to high-quality, person-centred care Be the first point of contact ensuring timely interpreter support for patients, clinicians and the wider community across Western Sydney. Employment Type: Permanent Full Time Position Classification: Administration Officer Level 3 Remuneration: $71,072.43 - $73,287.41 per annum Hours Per Week: 38 (Job Share may be considered for part time hours) Location: Cumberland Hospital About Western Sydney Local Health District (WSLHD) Health Care Interpreter Service (HCIS) We are a large and highly diverse team, passionate about giving a voice to patients with limited English proficiency and Deaf clients, enabling them to have equal access to health services. We provide 24/7 interpreting services in 94 languages, including AUSLAN, in all public health facilities across a large area of metropolitan Sydney (Western Sydney, Northern Sydney, and the Nepean/Blue Mountains region). WSLHD HCIS Call Centre is looking for enthusiastic and motivated individuals with excellent communication and interpersonal skills to join our dynamic team at Cumberland Hospital. If you have experience in customer service and thrive in high-energy environments, we want to hear from you! What You'll Be Doing Customer Service Officer (CSO) position is responsible for processing phone and email requests for interpreting services, connecting phone interpreting sessions, and performing other call centre related tasks. Successful candidates will be engaged on Permanent Full-Time role. We are looking for someone who… Has experience in a busy call centre environment. Has high level interpersonal, communication, negotiation, and problem-solving skills. Demonstrates intermediate computer literacy and an ability to adopt various inhouse systems and platforms used in NSW Health Is available to work on rotating shifts Monday to Friday (06:30-15:00, 07:30-16:00, 08:30-17:00, and 14:30-23:00) and weekends and public holidays (06:30-1500, 10:00-1830, and 14:30-23:00) and to be On Call. NB: Applicants who are unable to undertake these shifts will not be considered. How To Apply Apply online by submitting your resume and addressing the criteria listed below by providing examples that demonstrate your ability before the closing date. Selection Criteria Previous experience in the call centre environment with high volume of inbound calls as well as some outbound calls. Demonstrated high level customer service and interpersonal skills including positive attitude under pressure, pleasant voice, ability to build rapport fast and provide service to client’s satisfaction at all times. Demonstrated sound oral and written communication skills including very good listening and negotiating skills; ability to communicate with a range of stakeholders at different levels both verbally and through electronic correspondence. Ability to maintain accurate written records; Sound administrative and organisational skills with an ability to effectively set priorities, meet deadlines, demonstrate flexibility, show initiative, adopt changes and demonstrate strong attention to detail. Demonstrate sound problem solving and decision making skills. Demonstrated understanding of personality differences and ability to manage challenging conversations. Demonstrated sensitivity to cultural diversity of NSW health clients and their specific needs, including the needs of the Deaf clients; strong focus on clients’ confidentiality. Ability to work both independently and as a team member. Sound computer skills including data entry and word processing, using Microsoft Office or similar software packages. Ability to adopt a complex in-house booking system. Requisition ID: REQ625888 Applications Close: 12th January 2026 Please be aware that due to the Christmas / New Year period, there may be a delay in the progress of your application. The convenor of this position may not be in contact with you until the new year if you are successful in obtaining an interview. Need more information? Find out more about applying for this position. Review the detailed Position Description for insights into role requirements and criteria. Explore the selection process, employment checks, outcomes and notifications. For inquiries about the role, contact Ailene Valencia-Lim at 02 9921 3815 or Ailene.Valencia-Lim@health.nsw.gov.au. People with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard. Aboriginal and/or Torres Strait Islander people are encouraged to apply. Stepping Up aims to assist Aboriginal job applicants by providing information about applying for roles in NSW Health organisations. For more information, please visit https://www.steppingup.health.nsw.gov.au/ . Please note: To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency. S-DNI 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 Health team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Processing requests Providing support Maintaining records Key Strengths Customer service experience ️ Interpersonal and communication skills Computer literacy Cultural sensitivity Organisational skills Teamwork A Final Note: This is a role with NSW Health not with Hatch.
