Customer Service Rep Driver Tester

Service NSW; Armidale; On-site; AUD 93,000 - 98,000; Part time

Job summary

Service NSW is recruiting for Customer Service Representative - Driver Tester at the Armidale Service Centre. This ongoing, part-time role combines customer service with driving assessments to support safer roadways in New South Wales.

You will conduct practical tests, guide customers through the process, and provide clear, objective feedback, balancing administration with frontline service.

Qualifications

• Must have held an unrestricted Australian driver licence for the preceding three years.
• Satisfactory driving record will be verified during recruitment.
• Ability to drive a manual vehicle and pass a Driver Knowledge Test with a Manual Practical Driving Test.

Responsibilities

• Conduct practical driver licence tests at the Service Centre.
• Provide professional, consistent customer service.
• Explain test outcomes with strengths and areas for improvement.
• Assess driving performance against road safety standards and legislative requirements.
• Build rapport with customers from diverse backgrounds.
• Handle challenging conversations with empathy and professionalism.
• Maintain accurate records and administrative documentation.
• Support continuous improvement and team success.
• Promote road safety and positive community outcomes.

Skills

Customer service

Communication

Calm under pressure

Attention to detail

Judgement

Tech literacy

Team player

Job description

Salary: Service NSW Grade 5 ($93,490 - 98,252 pro-rata, plus employer's contribution to superannuation and annual leave loading)Location: Armidale Service CentreDuration & Employment Status: Ongoing, Part Time 20 hours per week

We are currently recruiting for the positions of Customer Service Representative-Driver Testers at our Armidale Service Centre.

Please note: This recruitment will be used to fill this specific role and create a talent pool for this specific location.

Service NSW

Are you passionate about delivering exceptional customer experiences while contributing to safer roads across New South Wales?

Service NSW is seeking customer-focused professionals who enjoy working with people, making sound decisions, and thriving in a dynamic environment. As a Customer Service Representative - Driver Tester, you'll play a vital role in helping customers achieve an important milestone while ensuring NSW's road safety standards are maintained.

To be considered, you must:

• Have held an unrestricted Australian driver licence for the preceding three years (excluding a provisional or learners' licence)
• A satisfactory driving record. Your traffic record will be verified during the recruitment process.
• Ability to proficiently drive a manual vehicle. You will be required to pass a 90 question Driver Knowledge Test and supply a manual vehicle to complete a Manual Practical Driving Test.

About the Role

This is a unique position that combines customer service, assessment, compliance, and community safety.

Working from a Service Centre, you'll conduct practical driver licence tests, guide customers through the testing process, and provide clear, professional feedback. You'll engage with people from diverse backgrounds, support a positive customer experience, and make objective decisions based on established road safety standards.

No two days are the same. You'll balance customer interactions, assessment responsibilities, and administrative tasks while working as part of a supportive team committed to excellence.

What You'll Be Doing

• Conduct practical driving assessments for licence applicants
• Deliver professional, respectful and consistent customer service
• Clearly explain test outcomes, including strengths and improvement areas
• Assess driving performance against set standards and legislative requirements
• Build rapport with customers from a wide range of cultures and backgrounds
• Manage challenging conversations with empathy and professionalism
• Complete accurate records and administrative documentation
• Contribute to continuous improvement and team success
• Promote road safety and support positive community outcomes

What We're Looking For

We're interested in people who:

• Have a strong customer service background
• Are confident communicating with a diverse range of customers
• Remain calm and composed in difficult or high-pressure situations
• Can make fair, objective and defensible decisions
• Have excellent attention to detail
• Demonstrate sound judgement and personal accountability
• Are comfortable using technology and administrative systems
• Enjoy working both independently and as part of a team
• Are committed to safety, integrity and public service

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). In some situations, you may be required to work during these hours.

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.

If you're a leader who is passionate about helping people succeed, building capability and creating a positive impact for both customers and teams, we'd love to hear from you.

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: Wednesday 7th 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.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8*** or *************@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process