Senior Customer Service Officer

Team 3Thirty; Sydney; Hybrid; AUD 103,000 - 114,000; Full time

Job summary

Department of Creative Industries, Tourism, Hospitality and Sport in Sydney seeks a Senior Customer Service Officer to support the Hospitality and Racing Customer Experience team. You will handle complex enquiries, provide practical advice to colleagues and help improve day-to-day service delivery.

Hybrid work arrangements apply; employment is temporary full-time through July 2027, with a Clerk Grade 5/6 salary ($102,936–$113,579 per annum) plus superannuation.

Qualifications

• Demonstrated exceptional customer service and resolution of complex enquiries.
• Ability to manage competing priorities and meet deadlines.
• Strong verbal and written communication with clear explanations.

Responsibilities

• Handle complex customer enquiries and provide practical advice.
• Coordinate with colleagues to ensure timely and accurate outcomes.
• Maintain accurate records and support knowledge sharing within the team.
• Contribute to continuous improvement of service delivery.

Skills

Exceptional customer service

Resolution of complex enquiries

Prioritisation and time management

Verbal and written communication

Collaboration and teamwork

Job description

The Senior Customer Service Officer at the Department of Creative Industries, Tourism, Hospitality and Sport supports the Hospitality and Racing Customer Experience team in Sydney. The work combines complex customer enquiries, practical advice to colleagues and improvements to everyday service delivery. It offers an opportunity to show how your customer service experience benefits both the person seeking help and the team handling the enquiry.

Organisation Department of Creative Industries, Tourism, Hospitality and Sport, Hospitality and Racing

Location Sydney, NSW, with hybrid work arrangements

Employment Temporary full-time to July 2027

Remuneration Clerk Grade 5/6, $102,936 to $113,579 per annum plus superannuation

Candidate requirements and evidence

Exceptional customer service and resolution of complex enquiries Choose a case that needed investigation, empathy and a clear explanation of the available options. Describe the checks you made, the advice you gave and how you followed the enquiry through to a fair, accurate outcome.

Organisation and management of competing priorities Explain how you assessed urgency, kept track of outstanding matters and met deadlines while handling new enquiries. Give the panel a sense of the workload and explain how you preserved service quality.

Verbal and written communication Show how you translated a complicated issue into clear advice for a customer or colleague. Include how you checked understanding, documented the advice and kept relevant people informed.

Accurate records and effective use of systems Describe the records you maintained and the checks that made them reliable. Explain how those records supported a handover, consistent advice or timely resolution of the customer’s issue.

Collaboration, coaching and support for colleagues Use a time you helped a colleague handle a difficult matter or improve their knowledge. Specify the guidance you provided and the change in confidence, accuracy or consistency that followed.

Judgement within policies, procedures and legislative requirements Explain how you established the applicable rule, recognised the limits of your authority and escalated an issue when needed. Link your decision to both the customer’s circumstances and the requirements you had to follow.

Continuous improvement Identify a repeated enquiry or service problem you noticed, the change you helped introduce and how you assessed its effect. A clearer knowledge article, better handover or reduced rework can provide useful evidence when you explain your contribution.