Senior Service Advisor at myCareer - NSW Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

142665.0

Posted On

11 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Leadership, Team Management, Process Improvement, Quality Assurance, Training Delivery, Legislative Knowledge, Stakeholder Collaboration, Leadership Skills, Regulatory Experience, Contact Centre Experience

Industry

Government Administration

Description

Clerk Grade 9/10 with a salary range of $129,464 - $142,665 Ongoing role based in Parramatta or Gosford Due to the Christmas shutdown period, the Talent Team will be unavailable to respond to queries from 25 December 2025 to 9 January 2026. Additionally, system upgrades will occur during this time, and applications cannot be submitted for this role and will be unavailable between 24 and 25 December 2025. If you experience technical difficulties during this period, please email recruitment@safework.nsw.gov.au and we will endeavour to respond upon return. About us SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities. SafeWork NSW has just transformed to become a modern, strong, and independent Work Health and Safety Regulator. About the role: SafeWork NSW is seeking a Senior Service Advisor to provide expert advice, leadership, and oversight within our Regulatory Services inbound customer contact centre team. In this newly created role, you will be joining an enthusiastic team of dedicated, specialist customer service professionals who are multi skilled, flexible, resilient and highly collaborative. You will: Lead and support Service Advisors and Assistant Service Advisors to provide the service management function and deliver consistent, high quality customer service. Drive process improvements to streamline operations and enhance customer experience. Oversee quality assurance activities, including call monitoring and service audits. Design and deliver training to build team capability and support onboarding. Monitor service performance metrics to inform decision making and workforce planning. Collaborate with internal stakeholders to align service delivery with organisational priorities. To learn more about the role, please click here to download the role description. About You: You’re a customer service leader and team player who thrives in a fast-paced environment and is committed to continuous improvement. You bring: Proven experience in managing customer service operations and leading teams. Strong skills in process improvement, quality assurance, and training delivery. Ability to assimilate complex legislative subject matter and design accurate, clear and digestible training Ability to influence and collaborate with diverse stakeholders to achieve service excellence. Excellent leadership skills to manage and develop people, fostering collaboration and capability growth. Relevant experience in regulatory or contact centre environments is highly desirable. SafeWork Regulatory Services currently employs a hybrid working model that includes both attendance days (primarily) and remote work, which will evolve in line with departmental office attendance policies, along with agreed flexible work options. How to apply: Click ‘Apply Online’ to access our application portal and submit your application. Your application should include a brief cover letter and resume outlining your capabilities and experience relevant to the role. Application closing date: Monday, 5 January 2026 (9:59AM) For enquiries relating to the recruitment process, please contact Natalie Caruana at natalie.caruana@safework.nsw.gov.au 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 Natalie Caruana at natalie.caruana@safework.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 A talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months.

Responsibilities

The Senior Service Advisor will lead and support Service Advisors to provide high-quality customer service and drive process improvements. They will also oversee quality assurance activities and design training to enhance team capabilities.