Customer Assistance Officer at New South Wales Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Telephone Enquiry, Information Service, Email Response, Correspondence Processing, Licence Application Processing, Legislation Interpretation, Policy Application, Complaint Handling, Contact Centre Experience, Accuracy, Professionalism, Timeliness

Industry

Law Enforcement

Description

Clerk Grade 3/4 Temporary Full-Time up to 10 March 2029 Sydney Olympic Park About us The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW. About the role We have an opportunity for a Customer Assistance Officer to be part of our Security Licensing & Enforcement Directorate, Police Prosecutions & Licensing Enforcement Command. The Customer Assistance Officer is responsible for providing a high quality telephone enquiry and information service to the SLED's customers and stakeholders. This role also assists in responding to routine emails and correspondence and the processing of licence applications and other lodgements. We have an opportunity for a Customer Assistance Officer to be part of our Customer Relations team, actively contributing towards SLED’s service delivery functions. Situated at Sydney Olympic Park, this role provides high quality information services via phone and email to SLED’s customers and stakeholders. You will use your exceptional customer service skills to provide accurate, professional and timely responses to enquiries. If you have a "can do" attitude towards dealing with difficult enquiries/complaints and experience working in a Contact Centre environment with exposure to legislation/policy, this is the role for you. Essential: Work fixed hours to align with the Contact Centre operational hours of 9am-4pm Monday-Friday. View the relevant role description for more information on this role (e.g. essential requirements, key accountabilities, key challenges and capabilities required for the role) What we can offer you At NSWPF our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join the NSWPF include: competitive salary; flexible work options; annual leave loading; corporate wellbeing programs including seminars and the Fitness Passport; free annual influenza vaccination; salary packaging options via superannuation contributions or a novated vehicle lease; convenient location for public transport and to shops etc. How to Apply Applications can only be submitted electronically via the I Work for NSW website. To be considered for this role, attach a cover letter (2 pages maximum) and an up-to-date resume that clearly details your skills & experience as relevant to this role. Please do not attach copies of qualifications, certificates or documentation (other than what has been requested) - you can bring these if called for interview. Please address each of the following Target Questions (500 word per question) in the text boxes provided in the online application or attach as a separate document. Target Question 1: Many of the position’s day to day duties will require you to apply and clearly, simply and accurately explain legislation/policy. What similar experience have you had in the past? Target Question 2: Please provide an example of a difficult customer interaction you have personally handled that resulted in a successful outcome. Your application must stand on its own merits, and the completeness and relevance of your application will determine if you proceed through to the selection process. If you require any further information about this opportunity, please contact the hiring manager Lisa Dennis via (02) 8835 8896. To be eligible to apply for this role, you must meet one of the following statuses: an Australian Citizen; a permanent resident of Australia; or a New Zealand citizen. Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force. Our commitment to Diversity At the NSW Police Force, we are proud to be an employer of a diverse range of people. We are committed to reflecting the diverse community we serve and creating an inclusive and respectful workplace for all employees where differences are embraced, contributions are valued, and everyone has a sense of connection and belonging. We welcome applications from individuals with diverse skills, experiences, and backgrounds including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ individuals, people with disability, neurodiverse individuals, those from culturally and linguistically diverse communities, and people of all ages. We understand that the recruitment journey may present unique challenges. If you: Identify as Aboriginal or Torres Strait Islander and would like support with your application, please contact the NSWPF Aboriginal Employment & Engagement team at PCC-AEET@police.nsw.gov.au Identify as a person with disability and require further information on the role or adjustments to participate in the recruitment process, please contact the Inclusion & Diversity team at PCC-INCLUSION@police.nsw.gov.au Are transgender or gender diverse and want to learn more about our support options, please contact the Inclusion & Diversity team at PCC-INCLUSION@police.nsw.gov.au This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months. For more information on applying for roles with the NSW Police Force click here Thank you for your interest in this role. We look forward to receiving your application.

Responsibilities

The Customer Assistance Officer is primarily responsible for delivering high-quality telephone enquiry and information services to stakeholders of the Security Licensing & Enforcement Directorate (SLED). This role also involves assisting with responding to routine emails and processing licence applications and other lodgements.