Customer Care Specialist

Service NSW; Newcastle-Maitland; On-site; AUD 93,000 - 98,000; Full time

Job summary

Service NSW is seeking a dedicated professional to be the first point of contact for customers seeking assistance during times of crisis and recovery in Wallsend, NSW. You will understand individual circumstances, provide tailored information, and guide customers to appropriate support options.

Success means delivering compassionate, professional support while navigating challenging conversations and maintaining confidentiality in a fast-paced government service environment.

Qualifications

• Exceptional communication and active listening skills.
• Compassionate and empathetic approach to customer service.
• Ability to build rapport with diverse backgrounds.
• Strong resilience and emotional maturity for sensitive conversations.
• Sound judgement and problem-solving abilities.
• Confident with technology and navigating multiple systems.
• Adapt to changing priorities and customer needs.
• Commitment to delivering high-quality customer outcomes.

Responsibilities

• Be the first point of contact for customers seeking assistance during times of crisis and recovery.
• Understand each person’s circumstances, provide tailored information and guide them through available support options.
• Navigate a range of conversations from straightforward inquiries to emotionally sensitive situations.
• Deliver compassionate and professional support while maintaining confidentiality and trust.

Skills

Communication skills

Active listening

Empathy

Resilience

Judgement & problem solving

Tech aptitude

Adaptability

Customer outcomes

Job description

Salary: SNSW Grade 5 - ($93,490 - $98,252 + Super)
Location: Wallsend NSW
Employment Type: Full time, ongoing

Please note: This recruitment will be used to fill this specific role or create a talent pool for this specific location (including the immediate surrounding area).

• Valid Driver's License - Ability to travel across NSW, including metro, remote and regional locations.
• Be NSW residents or willing to relocate.
• Hold appropriate working rights for the type of employment offered

About the role

As part of a dedicated and supportive team, you'll be the first point of contact for customers seeking assistance during times of crisis and recovery. You'll take the time to understand each person's circumstances, provide tailored information and guide them through available support options.

Working with people from diverse backgrounds, cultures and life experiences, you'll confidently navigate a range of situations, from straightforward enquiries through to complex and emotionally sensitive conversations.

What success looks like

Success in this role is about creating positive outcomes while delivering compassionate and professional support.

• Help customers feel heard, supported and informed, even during difficult conversations
• Balance empathy with action, ensuring customers are connected to the right assistance as quickly as possible
• Remain calm, resilient and solution-focused in a fast-paced and changing environment
• Confidently manage complex enquiries while maintaining professionalism and confidentiality
• Build trust with customers from diverse backgrounds and communication needs
• Contribute positively to your team and support a culture of collaboration and continuous improvement

What you'll bring

We're looking for people who genuinely care about others and are motivated by making a difference in their community.

You’ll bring:

• Exceptional communication and active listening skills
• A compassionate and empathetic approach to customer service
• The ability to build rapport quickly with people from diverse backgrounds
• Strong resilience and emotional maturity when handling sensitive or distressing situations
• Sound judgement and problem-solving skills
• Confidence using technology and navigating multiple systems
• The ability to adapt to changing priorities and customer needs
• A commitment to delivering high-quality customer outcomes

Highly regarded experience includes:

• Supporting vulnerable, disadvantaged or at-risk individuals
• Customer service within community services, health, government, insurance, financial services, emergency assistance or contact centre environments
• Working with people who have experienced trauma or challenging life circumstances
• Assisting customers where English may be a second language
• Managing complex cases that require patience, professionalism and attention to detail

What we need from you

An up-to-date CV (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how your skills, knowledge, and experience align with the requirements of the role.

In your cover letter, please address the targeted questions below, explain your motivation for applying, and highlight the skills and experience most relevant to the position.

• Can you describe a time when you supported a customer, client or community member who was experiencing significant stress, hardship or vulnerability? What was the situation, how did you approach the conversation, and what was the outcome?

Hours of work

Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here.

The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays).

Flexibility is required to work on a rotating roster between the Service Centre's operational hours which may include Saturdays. We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.

Why Join Service NSW?

At Service NSW, we're committed to creating better experiences for our customers and our people. You'll join an organisation that values leadership, innovation, collaboration and continuous improvement.

Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check.

About Service NSW

Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.

Salary Service NSW Grade 5, with the base salary for this role starting at 93,490 base plus superannuation.

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.

Closing Date: Friday 2nd of October at 9:59am

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.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process