Senior Call Centre Representative | NSW Government

SB Recruitment; Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NSW Government is seeking a Senior Call Centre Representative for a fixed-term contract in Parramatta. You will support customer enquiries across phone, email, and online channels, guiding planning processes and Portal use. The role operates under a 50% hybrid arrangement and standard business hours.

Ideal candidates have at least two years in a contact centre, with strong written and verbal communication, and the ability to navigate multiple systems while delivering high-level customer service.

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 a high level of 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 experience desirable

Written communication

Verbal communication

Multi-system navigation

Customer service

Attention to detail

Job description

Senior Call Centre Representative | NSW Government

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.