Customer Experience Lead - Frontline Support

NSW Land Registry Services; Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

NSW Land Registry Services is seeking a customer-focused professional to join our Sydney CBD contact centre. You will answer incoming calls, resolve issues using LRS policies, and direct inquiries through appropriate channels.

The role emphasizes first-contact resolution, accuracy, and customer satisfaction within our land information operations. Key responsibilities include providing timely service, maintaining professional communication across channels, supporting the Contact Centre

Qualifications

• Demonstrated experience in providing excellent customer service in a service centre or frontline environment.
• Excellent analytical and problem-solving skills.
• Organisational & time management skills.
• Leadership skills for managing, coaching, mentoring and developing staff.
• Excellent communication and customer service skills at all levels within an organisation.
• High level interpersonal, negotiation and networking skills to maintain relationships and achieve high service standards.

Responsibilities

• Provide timely, high-quality customer service to customers.
• Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.
• Respond to both clients and staff through all Contact Centre channels.
• Perform administrative activities to support the Contact Centre Supervisor.
• Contribute to the development of new ideas, including identifying opportunities to improve efficiency and implementing changes.
• Proactively manage and meet the KPI's and requirements of the Concession Deed.

Skills

Customer service

Communication

Problem solving

Time management

Leadership

Interpersonal skills

Job description

NSW Land Registry Services is seeking a customer-focused professional to join our Sydney CBD contact centre. You will answer incoming calls, resolve issues using LRS policies, and direct inquiries through appropriate channels.

The role emphasizes first-contact resolution, accuracy, and customer satisfaction within our land information operations. Key responsibilities include providing timely service, maintaining professional communication across channels, supporting the Contact Centre