This is a Support Officer role with NSW Department of Customer Service based in Lithgow, NSW, AU NSW Department of Customer Service Role Seniority - junior, mid level More about the Support Officer role at NSW Department of Customer Service Clerk Grade:3/4 Employment Type: Multiple Ongoing and Temporary Roles, Full-time Locations are flexible across our NSW offices.Hybrid working with regular office attendance in line with the DCS flexible working policy. These roles sit within the Request for Review, Compliance or Data & Adjudication Teams of the Fines and Debt Division, Revenue NSW. Advertisment Closes -22nd May 2026, Friday at 10am, About the team: The Request for Review Team provide a processing service for more than 250 agencies who issue fines for offences within NSW. The fines review process enables us to provide effective education and information to our customers as result of being the initial point of written contact for fine enquiries. We aim to provide fair and balanced decision keeping the customer at the heart of everything we do. To ensure the integrity of the request for review process, we align our decision making with clearly defined and publicly available review guidelines. Your day-to-day: The Customer Service Support Officer’s role is to respond to any inbound fine reviews requested by customers, in line with the road rules and guidelines enforcing legislation and offering leniency as aligned with their duties. Whilst the majority of our work is replying to customers in written form, you are also required to call customers to engage in discussions to better understand their situation and enhance the customer experience. Our Customer Service Support Officer’s work autonomously in a virtual environment whilst remaining engaged with their peers and management from across our Maitland, Lithgow, Parramatta, Wollongong and Gosford locations. To be successful in this role you will demonstrate: High attention to detail Excellent written and verbal communication skills Ability to problem solve complex matters Demonstrated ability to investigate and make fair and balanced decisions Ability to use internal resources to understand and interpret processes What we need from you An up-to-date CV, and a 1-page cover letter outlining your skills and experience and respond to the target question below: Target question: Tell us about a time where you investigated a complex matter and were required to notify the customer of an outcome in writing? For enquiries regarding this position, please contact Heidi Taylor (Senior Coordinator) via Heidi.Taylor@revenue.nsw.gov.au. If you are successful in progressing through the application process you may be asked to do further assessments Successful candidates will be subject to pre-employment checks including a criminal history check, entitlement to work check, and reference checks. This recruitment process may be used to create a Talent Pool for similar opportunities that become available over the next 18 months. Working at DCS 35-hour working week, with opportunities for flex leave where additional hours are worked Revenue NSW is proud of our diverse and regional teams. We welcome flexible, hybrid working arrangements with your office location at one of our many Revenue NSW working locations https://www.nsw.gov.au/departments-and-agencies/customer-service/dcs-building-access (subject to approval and availability) Learning tools are available for ongoing professional development Health and wellbeing programs Who we are By putting the customer at the centre of all programs and initiatives, we are transforming the way government interacts with the people of NSW. Our services are designed so that everyone can access and interact with them in a meaningful way. DCS is focused on delivering customer service, digital transformation and regulatory reform to more than 8 million people. From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better. 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 Neha Bajaj via Neha.Bajaj@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: 22nd May 2026, Friday at 10 am 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 Neha.Bajaj@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 Responding to inbound fine reviews Engaging with customers Working autonomously in a virtual environment Key Strengths High attention to detail ️ Excellent written and verbal communication skills Ability to problem solve complex matters ⚖️ Demonstrated ability to investigate and make fair and balanced decisions ️ Ability to use internal resources A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
