Senior Customer Support Officer at DCCEEW NSW

, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

13 Sep, 26

Salary

142665.0

Posted On

15 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Enquiry Management, NSW Planning Legislation, Stakeholder Communication, Triage, Technical Writing, Reporting, Priority Management, Coaching, Legislative Interpretation

Industry

Government Administration

Description

Together we shape thriving communities, public spaces, places and economies. * Be the go-to contact for DCA enquiries, delivering quick, accurate guidance through a centralised Front Door service. * 2 x ongoing full-time opportunities * Office location based in Parramatta (if fixed e.g. field based) with flexible working supported * Clerk Grade 9/10 salary ranges from $129,464 to $142,665 + super The Development Coordination Authority (DCA) has been established to strengthen how NSW Government agencies work together within the development assessment system. Acting as a central coordination point for agency advice, the Authority will streamline referral processes, resolve issues earlier and deliver clearer, more consistent input to consent authorities supporting faster, better-informed planning outcomes across NSW. Joining the DCA presents a unique opportunity to help shape and embed a new operating model for planning coordination, contributing directly to system reform and the delivery of housing, infrastructure and sustainable communities across the State. The role You’ll be the first point of contact for Development Coordination Authority (DCA) enquiries, helping customers get fast, accurate answers through our centralised Front Door service. You’ll handle a high volume of complex queries, translate technical and legislative information into clear guidance, and keep good records so we can track issues and performance. To do this well, you’ll juggle competing priorities without losing quality, use sound judgement to triage technical matters to the right teams, and support consistent responses by coaching others and escalating when needed. You’ll also create and maintain helpful resources, spot recurring enquiry drivers and process gaps, and produce clear reports and correspondence that build customer trust and help improve the service over time. For more information read the full Role Description: Download File [https://static.pageuppeople.com/static/people/icons/icon_file_small.gif] Senior Customer Support Officer [https://secure.dc2.pageuppeople.com/apply/TransferRichTextFile.ashx?sData=UFUtVjMtWUU-VEDJ6LIHOxyr_icRffImJbF4WRkWO0ElEm90tUY2TFjFC0FlnHALLVsnip44onwlNE8fUvi3FG92l9u3A4tGSa-SN391FFj6NyWLKvF8fgCU4_IQZH-IvqHNXFkeoMgJmCAZUKhDZjEpeGH34g%7e%7e] What you will bring to the role * Knowledge of the NSW planning, assessment and approval environments including relevant legislation, policy, regulations, standards and codes of practice. * Demonstrated experience in customer service and enquiry management. * Ability to manage competing priorities and high volume workloads. * Ability to communicate well with diverse customers and stakeholders (written and verbal). What is an essential requirement: * Degree qualification in a related relevant discipline, or equivalent relevant experience. About us The Department of Planning, Housing and Infrastructure [https://www.nsw.gov.au/departments-and-agencies/department-of-planning-housing-and-infrastructure] (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities.  We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments. Join us Join our team and shape your world in a workplace that empowers you to do your best work and build a meaningful career. In this role, you will contribute to shaping lives and communities across NSW, while shaping your own career. You will enjoy flexible work options, varied and impactful projects, and a vibrant, diverse team culture built on collaboration, inclusion and support. We are creating a workplace where everyone belongs and where you can balance work, life and wellbeing. If excited by the information above, we look forward to receiving your application, including a copy of your resume and a 1-page cover letter expressing your interest and suitability for the role. Applications close at 11:55pm Monday 29th June 2026. Should you require further information about the role please contact Emma Kelly, Manager Concurrence & Referrals Planning, emma.l.kelly@dpie.nsw.gov.au To enhance your account security, PageUp is introducing two-factor authentication (2FA). You can follow the step by step guide here [https://knowledgeportal.pageuppeople.com/hc/en-gb/articles/49187061076249-Applicants-Enabling-two-factor-authentication-2FA]. If you experience any issues please reach out on (02) 63637676 - HR Support, option 2, DPHI People Advisory, option 1. A talent pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months. Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment. This role is subject to standard pre-employment checks, including a criminal record check. We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments [https://iworkfor.nsw.gov.au/adjustments-for-individual-needs] that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au [talent.acquisition@dpie.nsw.gov.au] or (02) 63637676 - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'. Check out our Aboriginal applicants guide [https://www.nsw.gov.au/sites/default/files/2024-05/dphi-working-with-us-guide-for-aboriginal-applicants.pdf] to assist with applying for the role or contact our Aboriginal Career pathways [https://nswdpie.tfaforms.net/1025] team for a yarn.

Responsibilities

Act as the primary point of contact for the Development Coordination Authority, managing complex queries through a centralised Front Door service. Translate technical and legislative information into clear guidance while identifying process gaps to improve service delivery.