Customer Support Officer

the original; Sydney; On-site; AUD 117,000 - 129,000; Full time

Job summary

The Department of Planning, Housing and Infrastructure (DPHI) in NSW invites you to join as a Customer Support Officer based in Parramatta with flexible working options. You will be the first point of contact for customers navigating Development Coordination Authority services, providing clear guidance and connecting them with the right expertise.

You will manage high enquiry volumes with accuracy, identify service improvements, and contribute to shaping better planning outcomes for NSW.

Qualifications

• Excellent communication across diverse customers and stakeholders.
• Strong problem-solving with sound judgment for complex enquiries.
• Excellent time management to handle high-volume workloads.
• Outstanding stakeholder engagement across teams to achieve positive outcomes.

Responsibilities

• Be the first point of contact for customers navigating Development Coordination Authority services.
• Respond to enquiries and provide clear guidance, connecting customers with the right technical expertise.
• Balance high enquiry volumes with accuracy and timely service; identify service improvements.

Skills

communication

problem-solving

time management

stakeholder engagement

Education

Degree qualification in a related relevant discipline

Job description

Job Description

Shape our world through better planning and customer experiences.

• Help shape NSW by connecting customers with better planning services.
• 2x Temporary (Up to 6 months) full-time opportunity,
• Office location based in Parramatta with flexible working supported
• Salary relative to experience, and ranges from $116,981 to $129,492 + super

In this role you will

Be the first point of contact for customers navigating Development Coordination Authority services. You’ll respond to enquiries, provide clear guidance and connect customers with the right technical expertise.

You’ll balance high enquiry volumes with complex customer needs while keeping service accurate and timely. You’ll also help identify service improvements that make processes easier and improve the customer experience.

Read the role description for more detail: Customer Support Officer

About you

• Excellent communication skills, with the ability to provide clear, accurate advice and communicate effectively with diverse customers and stakeholders.
• Strong problem-solving skills, with sound judgement to navigate complex enquiries, identify issues and develop practical solutions.
• Strong time management and organisational skills, with the ability to manage competing priorities and high-volume workloads while maintaining quality and accuracy.
• Outstanding stakeholder engagement skills, with the ability to build collaborative relationships and work across teams to achieve positive customer outcomes.

Essential

• Degree qualification in a related relevant discipline or equivalent relevant experience

About us

At the Department of Planning, Housing and Infrastructure (DPHI), you could shape your world while helping us shape the future of NSW. Together, we create vibrant communities, places and precincts, and manage land, assets and property.

Join our team and shape your world in a workplace that empowers you to do your best work and build a meaningful career. In this role, you’ll help shape lives and communities across NSW while growing your own career, supported by flexible work options, impactful projects and a collaborative, diverse team. As a high-performing and inclusive organisation that reflects the communities we serve, we value your lived experience and cultural knowledge, and we are committed to helping you thrive through flexible arrangements, workplace adjustments and a culture where everyone feels supported, connected and belongs.

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.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career Pathways team for a yarn.

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 [e-mail] or [phone] - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Please note 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.