Hybrid Customer Transactions Officer – Public Service

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

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.