Customer Care Specialist - Metro Sydney

Date Posted: Posted9 days ago

Job Description

Customer Care Specialist
Service NSW Grade 5
Temporary - Full Time up to 6 months
Metro Sydney?Service Centres

About Service NSW

Service NSW is a NSW Government executive agency that joined the Department of Customer Service on 1 July 2019. We deliver world-class one-stop-shop services for customers, businesses and our partner agencies.

At Service NSW, a positive customer experience is our highest priority. We draw on the best in service delivery from the public and private sectors to provide leading customer experiences.

Customer Care COVID Initiative

Service NSW is supporting customers and businesses across NSW who are affected by the COVID 19 pandemic via various support programs and measures.

This appointment service is being introduced to help those customers who need enhanced advice and navigational assistance tailored to their needs and circumstances.

About the Role

In this role you will provide one on one personalised support centered around the customer’s needs and individual circumstances.

You will provide accurate and tailored information and assistance to customers in times of emergencies and natural disasters, including COVID related enquiries You will assist them to access a range of support services whilst ensuring a positive customer experience.

Initially the role will be phone based, however once restrictions are lifted face to face appointments will be conducted. While you will be primarily be located at the Service Centre, in times of crisis you may be asked to travel to locally affected areas for support.


We have vacancies across the following locations: Auburn, Bankstown, Blacktown, Bondi, Botany, Burwood, Hurstville, Liverpool, Macarthur, Miranda, Mount Druitt, Parramatta, Penrith, Revesby, Rockdale, Roselands, Silverwater and Wetherill Park.

We would like to hear from you if have:
  • Resilience in dealing with a variety of challenging customer interactions
  • Compassionate and adaptability when interacting with customers
  • A high level of professionalism with a strong customer focus
  • Excellent written and verbal communication skills
  • High attention to detail and accuracy
  • Initiative and the ability to problem-solve

To be eligible for these roles you must have:
Possession of an active unrestricted driver’s licence (excluding a provisional or learners licence) or the ability to travel between local Service Centres.

Hours of Work
  • This full-time role requires you to work 35 hours per week across the operating hours of the centre, over 5 working days which may include Saturday's.

Service Grade 5 package includes the base salary range of $79,465 to $83,512, plus employer's contribution to superannuation.

How to apply

Please attach a current resume (max. 2 pages) and cover letter (max. 1 page) responding to the following question:
- Provide an example of a challenging customer interaction where you have had to manage sensitive information. What actions did you take what was the outcome?

Further Information

For enquiries relating to the role please contact Noora Adams via email

For enquiries relating to recruitment please contact Bec Conquest via

This recruitment will be used to fill current vacancies and to create a Talent Pool for ongoing/temporary, full time/part time opportunities that arise over the next 18 months.

Closing Date: Sunday 5th December 2021 @ 9:59am

Employment in these roles will require COVID Vaccination based on WHS risk assessment outcomes

Working at Service NSW

At Service NSW we deeply value our customers and our team mates. We are an inclusive, diverse, caring and respectful team and a place where everyone can bring their whole self to work.

People with a disability are strongly encouraged to apply and we welcome a discussion regarding workplace adjustments to help maximise everyone's opportunity to fully participate and contribute.

If you are a person with disability and need adjustment in the recruitment process, please contact the Recruitment team via email on

We pay our respects to Aboriginal and Torres Strait Islander peoples and Elders past, present and emerging and acknowledge the traditional custodians of the land, waters, culture and community we walk, work and live.

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Contact NSW Government -Service NSW

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