Customer Concierge Officer at myCareer - NSW Government

Newcastle-Maitland, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

02 Sep, 26

Salary

62500.0

Posted On

04 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Contact Centre Operations, Verbal Communication, Written Communication, Conflict Resolution, Complaint Handling, Digital Channel Support, Data Entry, Empathy, Resilience, Attention To Detail, Multi-tasking

Industry

Government Administration

Description

Customer Concierge Operator SNSW Clerk Grade 2- starting annual salary $62,500 plus superannuation and leave loading Contact Centre Locations: Gosford, Newcastle, Maitland What we’re looking for: We’re seeking people who are passionate about helping others and thrive in a contact centre environment. You don’t need public sector experience — we’ll provide training. About the role As a Contact Centre Customer Concierge Operator, you’ll be the first point of contact for customers, delivering accurate, timely and friendly support across multiple channels. You’ll handle a high volume of enquiries, provide information and advice, resolve complaints where possible, and ensure every customer interaction reflects Service NSW values. This is a fast‑paced role where your ability to stay calm, resilient and customer‑focused will be key to success. What you’ll be doing Responding to high‑volume inbound customer enquiries via phone and other digital channels Providing accurate advice and information across a broad range of NSW Government services Resolving customer issues and complaints, including complex or escalated matters Recording and updating customer information accurately across multiple systems Delivering service in line with quality standards, KPIs and legislative requirements Working collaboratively with your team to continuously improve customer experience Maintaining professionalism, resilience and empathy in challenging conversations You’ll bring: Proven customer service experience, ideally in a contact centre or high‑volume service environment Strong verbal and written communication skills, with the ability to explain information clearly Confidence using multiple computer systems and technology simultaneously The ability to manage challenging conversations with professionalism and empathy Strong attention to detail and commitment to accuracy Resilience, adaptability and a positive team mindset About Service NSW Service NSW makes it easier to access government services for people and businesses across NSW. At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW. Operating hours: In our Contact Centres we have rotating shifts - Monday to Friday between 7am-7pm. Some areas operate with extended operational hours between 6am-10pm Monday-Sunday including public holidays. The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours. Full time: 70 hours per fortnight & part time: minimum 40 hours per fortnight. We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business. What we offer Personal development – excellent development opportunities for someone ready for the next step in their career! Excellent career growth and learning development opportunities. Access to health and well-being programs - Including Fitness Passport and EAP (Employee Assistant Program) - Wellbeing programs and resources available How to apply Please submit your resume and cover letter that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description). Click here to access the role descriptions. Closing Date: 12 June 2026 at 9:59am Please note: This recruitment will be used to create a talent pool for these specific locations only. Service NSW uses a multi‑stage, merit‑based recruitment process in line with the Government Sector Employment Act 2013, with shortlisted candidates progressing to interview. Depending on application volume, this process may take 12 weeks or longer. Any offer of employment is subject to a satisfactory national criminal record check. This role has been advertised externally, and a talent pool may be created for any temporary or ongoing opportunities that arise over the next 18 months. Click Here to access the Role Description . For enquiries relating to recruitment please contact Joy Lethieullier via Servicedeliveryrecruitment@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. A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role. 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 Servicedeliveryrecruitment@customerservice.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

Responsibilities

Act as the first point of contact for customers, providing accurate information and advice across multiple digital and phone channels. Handle high-volume enquiries and resolve complaints while maintaining Service NSW quality standards.