Customer Service Representative - Cooma

Department of Customer Service; Cooma; On-site; AUD 67,000 - 82,000; Part time

Benefits offered by this job

Personal development

Health and wellbeing programs

Job summary

Service NSW is seeking a Customer Service Representative to join the Cooma Service Centre on a part-time, ongoing basis. The role involves onsite, face-to-face customer service and blended frontline duties, including handling inquiries and complaints with empathy and efficiency.

You will engage with a diverse client base, maintaining high service standards, manage information securely, and support the team to deliver exceptional customer experiences across NSW. Closing date: 7 October 2026.

Qualifications

• Excellent customer service and communication skills.
• Face-to-face and inbound call handling in a blended frontline environment.
• Ability to handle confidential information responsibly.

Responsibilities

• Provide face-to-face and phone support to customers.
• Resolve issues and connect customers with the services they need.
• Work with colleagues to ensure a respectful customer experience.
• Support across the region from Service Centre locations.

Skills

Customer service

Communication skills

Face-to-face handling

Inbound calls

Tools

Multiple systems

Job description

Customer Service Representative

SNSW Clerk Grade 3/4- starting annual salary $7 4,118 plus superannuation and leave loading.

Employment Type: Ongoing Part Time - 20 hours per week

Location: Cooma Service Centre

Please note: This position requires onsite attendance, with shifts scheduled Monday to Friday and a minimum shift length of 4 hours.

What are ‘hub and spoke’ Service Centres?

In some regional or remote areas, a ‘hub’ Service Centre acts as the parent of one or more ‘spoke’ Service Centre locations. The hub and spoke models share a leadership team and operate in such a way that team members will be required to work between locations. Cooma Service Centres is a spoke site for Queanbeyan Service Centre.

About you

Are you someone who thrives in a fast-paced, customer-focused environment? Do you love creating meaningful face to face experiences and helping people solve problems with empathy and efficiency? If you’re passionate about delivering exceptional service, enjoy being the go to person for advice and support, and take pride in making a real difference in people’s day, then this is the role for you! You’ll be at the heart of our customer experience, handling a variety of enquiries and complaints with confidence and care, ensuring every interaction reflects our commitment to excellence.

What You’ll Bring

To succeed in this role, you’ll need:

• A genuine passion for customer service and strong communication skills

• The ability to manage both face-to-face customer interactions and inbound calls in a blended frontline environment

• Strong attention to detail and confidence handling complex enquiries

• Intermediate computer skills and the ability to navigate multiple systems efficiently

• A clear understanding of handling confidential and personal information responsibly

• A collaborative mindset and commitment to supporting team success

• The ability to adapt in a busy, fast-paced environment while maintaining a positive customer experience

Your Impact

As the welcoming face of our Service Centre, you’ll play an important role in supporting customers across the region. In this varied role, you’ll provide support through a mix of face-to-face customer interactions and phone enquiries, helping customers access information, resolve issues and connect with the services they need. Working closely with your colleagues, you’ll deliver professional, respectful and customer-focused support while creating an environment where customers feel valued, supported and understood.

Closing Date: Wednesday 7 October 2026 at 9:59am

About Service NSW

Service NSW makes it easier to access government services for people and businesses across NSW.

At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first‑class customer experience to all citizens and businesses across NSW.

Operating hours:

In our Service Centres hours vary between locations. You can check the opening hours for each Service Centre here. Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays.

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.

Part-time – minimum 20 hours per week - (Monday to Friday) 4 hours per day over 5 days. Hours are also subject to change based on the needs of the business.

What we offer

• Personal development – excellent development opportunities for someone ready for the next step in their career! Excellent career growth and learning development opportunities.

• Access to health and well-being programs - Including Fitness Passport and EAP (Employee Assistant Program) - Wellbeing programs and resources available

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.

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 8130 or [e-mail].

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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.