Customer Care & Support Officer

the original; Sydney; Hybrid; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Flexible working

Parramatta office

Talent pool

Job summary

DPHI is seeking a Customer Care & Support Officer to be the first point of contact for NSW Planning Portal users. In a high-volume contact centre, you will manage calls, emails and online enquiries while maintaining records and meeting service standards.

You will guide customers to the right information, stay calm during peak periods, and work with colleagues to improve service. Flexible work options and a Parramatta office support your work-life balance.

Qualifications

• Strong customer focus and ability to build rapport with a range of enquiries.
• Excellent communication and problem-solving skills with clear explanations.
• Strong organisational skills and detail orientation to manage priorities in a busy environment.
• Comfort with technology and learning new systems, open to coaching and change.

Responsibilities

• Be the first point of contact for NSW Planning Portal customers and manage calls, emails and online enquiries.
• Maintain accurate records and meet service standards while assisting customers to navigate services.
• Provide clear, accurate information and connect customers with the right information or support.
• Collaborate with colleagues and other agencies to improve customer service and processes.

Skills

Customer focus

Communication skills

Problem solving

Attention to detail

Job description

Customer Care & Support Officer

Posted 1 day ago

Shape your world at DPHI

• Be the first point of contact for customers in a high-volume contact centre supporting the NSW Planning Portal
• Temporary full-time opportunity until 30 June 2027 with possible talent pool creation
• Office location based in Parramatta with flexible working supported
• Salary relative to experience, and ranges from $102,936 to $113,579 + super

Join our Customer Care and Support team in a high-volume contact centre where priorities can shift quickly and customer demand can be sustained. You will contribute to shaping lives and communities across NSW while building a meaningful career in a collaborative, inclusive and supportive workplace. The role offers varied and impactful work, flexible work options and a team culture that values wellbeing, accountability and consistent service.

The role

As a Customer Care and Support Officer, you will be the first point of contact for customers using the NSW Planning Portal. Working in a high-volume contact centre, you will manage a steady flow of calls, emails and online enquiries while meeting service standards and maintaining accurate records. You will help customers navigate services, resolve enquiries where possible and connect them with the right information or support.

You will need to remain calm and professional during peak periods and challenging interactions, use sound judgement, and provide clear and accurate advice. Success in this role also requires reliability, attention to detail, comfort working across multiple systems, openness to coaching and change, and a willingness to support team priorities. You will work closely with colleagues across the Department and other government agencies and contribute practical ideas that improve customer service and the way we work.

• A strong customer focus, with the ability to build rapport and deliver positive experiences across a range of customer enquiries.
• Excellent communication and problem‑solving skills, with the ability to explain complex information in a clear and easy‑to‑understand way.
• Strong organisational skills and attention to detail, with the ability to manage competing priorities in a busy environment.
• Confidence using technology and business systems, along with a commitment to learning and continuous improvement.

We are a high-performing organisation that proudly reflects the communities we serve. Our diversity strengthens our cultural capability and enables us to make a meaningful difference in the lives of people across NSW. As an inclusive and accessible workplace, we value your contribution, lived experience and cultural knowledge, and we want you to feel supported, connected and empowered to succeed. With flexible work arrangements, job share options, workplace adjustments and various employee affinity groups, we are here to help you thrive every day.

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.

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments 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 or - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

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.