This is a Assessor role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - junior More about the Assessor role at NSW Department of Customer Service Join Our Talent Pool - Assessor Location: McKell, Parramatta or Gosford -hybrid working with 2 days in the office required Classification: SNSW Grade 3/4 ($71,959 - 87,753 plus super) Employment Type: Talent Pool (future temporary and ongoing opportunities) Why Join Our Talent Pool? By joining our talent pool, you'll be considered for future temporary and ongoing opportunities across NSW. This is your chance to make a real difference in the lives of customers while building a rewarding career in the NSW public sector. About Service NSW and the team Service NSW is committed to making life easier for people and businesses across NSW by delivering government services in a simple, fast, and customer-focused way. We provide access to over 1,300 transactions through digital channels, a 7-day-a-week phone service, and a growing network of service centres. The Customer Payments Team is part of Enterprise, Risk and Enablement at Service NSW. The team is tasked with assessing, ensuring compliance, and providing payment support for grants, rebates, and vouchers for Service NSW. About the Role As the Assessor, you will provide timely, efficient, and accountable determinations on matters referred for assessment with the Customer Payments team whilst adhering to procedures and frameworks, in line with business needs. You'll be the trusted point of support for customers-providing clear information, guidance, and reassurance throughout the assessment process to ensure fair outcomes and a positive experience. This role is critical in supporting customers during sensitive situations, such as disaster relief, and requires resilience, attention to detail, and strong communication skills. Key Responsibilities Assess matters to make accountable determinations and recommend changes where needed to support customer experience and agency risk mitigation. Adhere to procedures and frameworks, using required administrative processes and systems. Meet specified timeframes to facilitate appropriate client/customer outcomes. Maintain and apply sound knowledge of legislation, regulations, and procedures to provide timely, accurate, and consistent responses to customers on a wide range of matters. Provide range of operational and administrative services, respond to enquiries and complete a range of processing activities with accuracy and efficiency to support quality and timely customer service outcomes. About you Experience working in a dynamic, fast-paced environment. Strong written and verbal customer service skills. Ability to balance customer support with adherence to procedures and frameworks. Self-motivated and able to work independently and as part of a team. Experience in customer service (face-to-face or phone). Experience in grants, rebates, or voucher administration (preferred but not essential). Experience using Salesforce and Genesys (preferred but not essential) Ready to apply? Hit the apply now button and include a resume (max 5 pages) and a cover letter (max 2 pages) outlining how you meet the skills and experience required for the role. Why Work for Us Contribute to meaningful work that has a real impact on communities. Access flexible work options to balance work and life. Enjoy opportunities for career development and learning within the NSW public sector. Salary Grade 3/4, with the base salary for this role starting at $71,959 base plus superannuation For enquiries relating to recruitment please contact Tiffany Martin via tiffany.martin@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: Friday 28 November 2025 at 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 tiffany.martin@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 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 ✅ Assessing matters Adhering to procedures and frameworks ⚙️ Providing operational and administrative services Key Strengths ️ Strong written and verbal customer service skills Attention to detail Resilience Experience in grants, rebates, or voucher administration ️ Experience using Salesforce and Genesys A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
