At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training.

• Ongoing Full-Time opportunity in a supportive and high performing team
• Location: Parramatta / Flexible working arrangements
• A talent pool may be created through this recruitment process to fill anticipated vacancies over the next 18 months.
• Competitive remuneration ranging from $84,659 to $92,701 plus super & annual leave loading.

ABOUT THE ROLE

The Senior Customer Service Officer role is responsible for providing support to internal and external customers within a Shared Services Contact Centre environment. The role involves providing high level customer service and assists in the recording and maintenance of the customer enquiries database. The responsibilities include:

• Responding to customer enquiries promptly and confidentially.
• Referring complex issues to a Centre of Expertise for action and resolution.
• Maintaining records of customer enquiries in a customer management system and follow up as required.
• Providing accurate and reliable information and resolutions using designated knowledge sources.
• Provide enquiry and referral data to assist in preparation of reports on the Centre’s activities.

For further information please click here to view the role description.

ESSENTIAL REQUIREMENTS OF THE ROLE

• Capacity to work various shifts on a rotational roster 7:30 am to 6:00 pm, Monday to Friday, from an office location and home environment as required.
• Hold a valid working with children check for paid employment
• Demonstrated understanding of and commitment to the value of public education.

Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as well as providing a response to the following pre-screening question below:

• Describe a time when you worked in a high-volume contact centre. How did you manage to ensure KPIs were met, and what steps did you take to maintain a high standard of customer satisfaction (400 words maximum)