Customer Transactions Officer

NSW Government; Gosford; Hybrid; AUD 87,000 - 95,000; Full time

Job summary

NSW Government, Department of Customer Service, is seeking a Customer Transactions Officer to deliver high‑quality omni‑channel customer support across workers compensation, CTP and home building schemes. The role involves assessing applications, applying policies, and maintaining records while ensuring privacy and timely outcomes.

The position is full-time and hybrid (minimum 2 days in the office), based in Gosford or Sydney, with a talent pool for future opportunities.

Qualifications

• Strong customer service focus and commitment to delivering positive customer experiences.
• Clear and professional written and verbal communication skills.
• Ability to understand and apply legislation, policies and procedures to support sound decision-making.
• Strong attention to detail and accuracy in processing information and maintaining records.
• Ability to manage competing priorities in a fast-paced, high-volume environment.
• Confidence using computer systems and technology, or the ability and willingness to learn new systems.
• Willingness to learn about NSW insurance schemes (Workers Compensation, CTP, Home Building Compensation).
• Ability to work collaboratively as part of a team and contribute to a customer-focused culture.

Responsibilities

• Provide quality customer support through an Omni channel service model, including telephony, digital and written channels.
• Access, process and assess applications accurately in line with legislation, policies and procedures.
• Escalate complex matters with supporting documentation to enable informed decisions.
• Act as a first point of contact, triaging customer enquiries and requests.
• Maintain accurate records and data to support effective service delivery.
• Work with colleagues to meet service standards, deadlines and priorities.
• Ensure privacy, confidentiality and integrity of information in all interactions.

Skills

Customer service

Written & verbal communication

Legislation understanding

Attention to detail

Prioritisation & multitasking

Tech literacy

Teamwork & collaboration

Tools

CRM systems

Microsoft Office

Job description

Customer Transactions Officer

• Clerk Grade: 3/4 $87,199 - $95,482 + superannuation and leave loading
• Employment Type: Full-time, Ongoing
• Location: Gosford or Sydney (Hybrid opportunity including a combination of office attendance (minimum 2 days per week) and work from home. Arrangements are subject to applicable DCS workplace policies.)
• We are also seeking to build a talent pool to fill future ongoing and temporary opportunities!

About the Team

This is an exciting opportunity to join the State Insurance Regulatory Authority (SIRA) within the Customer Support Directorate.

The Customer Transactions team delivers digital and specialised customer service support across the Workers Compensation, Compulsory Third Party (CTP) and Home Building Compensation schemes. We are committed to providing high-quality customer experiences while supporting the effective delivery of services across SIRA.

Learn more about SIRA at: www.sira.nsw.gov.au

As a Customer Transactions Officer, you will:

• Provide quality customer support through an omni channel service model, including telephony, digital and written channels, undertaking assessment, eligibility confirmation and support activities to help people access scheme and legislative entitlements and achieve positive customer outcomes.
• Access, process and assess applications accurately in accordance with legislation, policies and procedures.
• Escalate complex matters with appropriate supporting documentation to enable informed decision-making.
• Act as a first point of contact, triaging customer enquiries and requests.
• Maintain accurate records and data to support effective service delivery.
• Work collaboratively with colleagues to achieve service standards, deadlines and business priorities.
• Ensure the privacy, confidentiality and integrity of information in all customer interactions and service delivery activities.

About You

• To be successful in this role, you will demonstrate:
• A strong customer service focus and commitment to delivering positive customer experiences.
• Clear and professional written and verbal communication skills.
• The ability to understand and apply legislation, policies and procedures to support sound decision-making.
• Strong attention to detail and accuracy in processing information and maintaining records.
• The ability to manage competing priorities in a fast-paced, high-volume environment.
• Confidence using computer systems and technology, or the ability and willingness to quickly learn new systems and processes.
• A positive attitude, adaptability and a willingness to learn about NSW insurance schemes, including Workers Compensation, CTP and Home Building Compensation.
• The ability to work collaboratively as part of a team while contributing to a customer-focused culture.

A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.

For enquiries relating to recruitment please contact Jess Tan via [e-mail].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

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

10:00am Thursday 22nd October 2026

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 8130 or [e-mail].

Application contact details

If you have questions or would like to learn more about this role, please reach out to the contact below:

Contact: Jess Tan

Contact email: [e-mail]

Application close date: 22 October 2026 at 11:59pm