Senior Call Centre Representative - NSW Government

Government client (agency undisclosed); Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Government client in Parramatta is seeking a Senior Call Centre Representative for a short-term contract running from 28 Sept 26 to 31 Dec 26. You will join a dynamic, high-performing team and work Monday to Friday, 8:30am to 5:00pm with a 50% hybrid arrangement.

You will handle enquiries via phone, email and online channels, investigate portal issues, provide planning guidance, escalate when needed, and liaise with internal teams to resolve queries.

Qualifications

• Minimum of two years’ experience in a contact centre environment.
• Experience within the government sector is desirable.
• Strong written and verbal communication skills.
• Ability to work across multiple systems simultaneously.
• Excellent customer service skills and attention to detail.

Responsibilities

• Respond to customer enquiries via phone, email, and online channels.
• Investigate Portal issues and determine next steps.
• Provide accurate information and guidance on planning processes.
• Escalate complex matters and ensure timely follow-up.
• Support customers with Portal and general planning enquiries.
• Triage calls, emails, and webforms for resolution or escalation.
• Liaise with internal teams and other agencies to verify information and assist customers.

Skills

Contact centre experience

Government sector

Communication skills

Multi-system proficiency

Customer service

Tools

CRM systems

Portal planning tools

Job description

The Company Our client is a well-known government organisation committed to delivering excellent customer experiences and making it easier for people to access government services. They are looking for a enthusiastic and motivated Senior Call Centre Representative to join their dynamic and high-performing team in this exciting contract role, running from 28 Sept 26 to 31 Dec 26, based in Parramatta. Please note: successful candidates will work Monday to Friday, 8:30am to 5:00pm, with a 50% hybrid working arrangement. The Job Reporting through to a Team Leader, you will be responsible for the following duties:

• Respond to customer enquiries via phone, email, and online channels.
• Investigate Portal issues and determine next steps.
• Provide accurate information and guidance on planning processes.
• Escalate complex matters and ensure timely follow-up.
• Support customers with Portal and general planning enquiries.
• Triage calls, emails, and webforms for resolution or escalation.
• Liaise with internal teams and other agencies to verify information and assist customers.

You To qualify for this opportunity, you must have experience in the following areas and possess the personal qualities below:

• Minimum of two years’ experience in a contact centre environment.
• Experience within the government sector is desirable.
• Strong written and verbal communication skills.
• Ability to work across multiple systems simultaneously.
• Excellent customer service skills and a high level of attention to detail.