Senior Customer Support Lead — High-Volume Centre

Planning; Parramatta; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Flexible working

Parramatta CBD office

Permanent full-time

Job summary

Department of Planning, Housing and Infrastructure (DPHI) is seeking a Senior Customer Support Officer based in Parramatta. The role delivers day-to-day customer service, guiding users of the NSW Planning Portal across phone, email and written channels.

You will mentor staff, handle escalations, and help optimise service delivery in a fast-paced environment. This permanent, full-time position offers flexible working arrangements, a supportive team culture and opportunities to contribute to NSW

Qualifications

• Experience delivering customer support in a high-volume contact centre or service environment across phone, email and case-management channels.
• Strong communication and de-escalation skills, with the ability to explain complex system and process information clearly and manage challenging customer interactions professionally.
• Demonstrated leadership experience in a contact centre or customer service environment, including coaching and motivating staff, supporting performance, sharing knowledge and capability development.

Responsibilities

• Support day-to-day delivery of customer service across a high-volume contact centre.
• Assist customers and stakeholders navigating the NSW Planning Portal and related digital services.
• Coach colleagues and assist with difficult customer interactions and queue management.

Skills

Customer service

Communication

Leadership

De-escalation

Tools

NSW Planning Portal

Job description

Department of Planning, Housing and Infrastructure (DPHI) is seeking a Senior Customer Support Officer based in Parramatta. The role delivers day-to-day customer service, guiding users of the NSW Planning Portal across phone, email and written channels.

You will mentor staff, handle escalations, and help optimise service delivery in a fast-paced environment. This permanent, full-time position offers flexible working arrangements, a supportive team culture and opportunities to contribute to NSW