Senior Call Centre Representative - NSW Government

Government client (agency undisclosed); Sydney; Hybrid; AUD 34,000 - 44,000; Part time

Job summary

Government client in Parramatta seeks a Senior Call Centre Representative for a short-term contract running 23 November 2026 to 31 December 2026. You will handle customer inquiries via phone, email, and online channels, triage requests, and escalate complex issues to a Team Leader.

Hybrid work arrangement and standard M-F hours apply. Ideal candidates will have at least two years’ contact centre experience, strong communication skills, and the ability to work across multiple systems while

Qualifications

• 2+ years’ experience in a contact centre environment.
• Government sector experience is desirable.
• Strong written and verbal communication skills.
• Ability to work across multiple systems simultaneously.
• Excellent customer service and high attention to detail.

Responsibilities

• Respond to customer enquiries via phone, email and online channels.
• Investigate Portal issues and determine next steps.
• Provide accurate information 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.

Skills

Call centre

Gov sector experience

Communication

Multi-system

Customer service

Tools

CRM systems

Job description

The Company Our client is a well-established government organisation dedicated to delivering exceptional customer experiences and making it easier for people to access essential government services. They are seeking an enthusiastic and motivated Senior Call Centre Representative to join their dynamic, high-performing team in this exciting contract opportunity. The role will run from 23 November 2026 to 31 December 2026 and is 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.