Customer Service & Administration Officer - Government

APG Workforce; Newcastle City Council; Hybrid; AUD 93,677,000 - 101,942,000; Full time

Job summary

Transport for NSW in Newcastle is seeking a Customer Service & Administration Officer to support a fast-paced environment across phone, live chat and in-person channels, with a 50% office-based hybrid arrangement.

The role handles high-volume enquiries, processes transactions with accuracy, and works across multiple systems, reporting to the Shared Services Service Centre in Newcastle.

Qualifications

• Previous contact centre or customer service experience is preferred.
• Basic Microsoft Office skills are required.
• Experience in a contact centre, service centre, shared services, or managed service environment would be highly regarded.

Responsibilities

• Responding to customer enquiries via phone, live chat and other service channels
• Providing first-contact resolution wherever possible
• Processing a range of transactions accurately and efficiently
• Assisting both internal employees and external customers with enquiries and requests
• Using multiple systems and communication platforms simultaneously
• Accurately recording customer interactions and transaction information
• Identifying and escalating complex enquiries, emerging issues and service disruptions
• Working within established procedures, service standards and performance targets
• Contributing to a collaborative team environment through knowledge sharing and continuous improvement
• Participating in training, quality assessments and operational performance activities

Skills

Customer service

Communication skills

MS Office

Touch typing 40 wpm

Tools

Microsoft Office

Live chat platforms

Job description

Customer Service & Administration Officer - Government

Customer Service & Administration Officer – Transport for NSW | Newcastle

Location: Newcastle, NSW
Pay Rate: $38.89 per hour + super
Contract: ASAP start – 15 December 2026
Hours: 35 hours per week | 7 hours per day
Work Arrangement: Hybrid – 50% office based, with Tuesday and Wednesday mandatory office days

APG Workforce is seeking a customer-focused Customer Service & Administration Officer to join Transport for NSW within its Shared Services Service Centre in Newcastle.

This is a fast-paced, high-volume customer service role supporting both internal Transport employees and external members of the public. You will manage enquiries across multiple channels, including phone and live chat, while processing transactions accurately and providing a high standard of customer service.

About the Role

Your responsibilities will include:

• Responding to customer enquiries via phone, live chat and other service channels
• Providing first-contact resolution wherever possible
• Processing a range of transactions accurately and efficiently
• Assisting both internal employees and external customers with enquiries and requests
• Using multiple systems and communication platforms simultaneously
• Accurately recording customer interactions and transaction information
• Identifying and escalating complex enquiries, emerging issues and service disruptions
• Working within established procedures, service standards and performance targets
• Contributing to a collaborative team environment through knowledge sharing and continuous improvement
• Participating in training, quality assessments and operational performance activities

About You

We are looking for someone who is confident communicating with customers and comfortable working in a busy, structured service environment.

Previous contact centre or customer service experience is preferred, along with basic Microsoft Office skills. Experience within a contact centre, service centre, shared services, corporate or managed service environment would be highly regarded.

You will ideally have:

• Strong verbal and written communication skills
• A professional and customer-focused approach
• The ability to manage a high volume of enquiries and transactions
• Confidence working across multiple computer systems
• Good attention to detail and accurate data entry skills
• The ability to learn new systems, processes and procedures quickly
• Strong time management and organisational skills
• The ability to work effectively both independently and as part of a team
• Accurate touch-typing skills, with the role description specifying a minimum of 40 words per minute and greater than 85% accuracy