Senior Customer Support Officer

NSW Department of Planning, Housing and Infrastructure; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Flexible working

Parramatta CBD location

Job summary

NSW Department of Planning, Housing and Infrastructure is seeking a Senior Customer Support Officer to manage day-to-day customer service in a high-volume contact centre. You will guide staff, resolve escalations, and ensure timely, accurate advice across phone and written channels.

The role emphasises coaching colleagues, handling complex enquiries, and maintaining service standards in a dynamic environment with flexible work options and a Parramatta CBD base.

Qualifications

• Relevant qualifications or work experience in a customer service / support focused role.
• Experience in a high-volume inbound/outbound call center environment.
• Ability to explain complex information clearly and professionally.

Responsibilities

• Provide day-to-day delivery of customer service in a high-volume contact centre.
• Handle complex enquiries and escalations via phone and written channels.
• Coach and support Customer Support Officers, sharing knowledge and guidance.
• Assist with queue management and service priorities during peak periods.

Skills

Customer support

Communication

De-escalation

Coaching

Tools

Call center software

Job description

Shape your world, in the team that shapes NSW communities, spaces and economies

• Permanent full-time (35 hours per week) opportunity,
• Office location based in Parramatta CBD with flexible working supported
• Salary relative to experience, and ranges from $116,981 to $129,492 + super

Join our team and shape your world in a workplace that empowers you to do your best work and build a meaningful career. In this role, you will contribute to shaping lives and communities across NSW, while shaping your own career. You will enjoy flexible work options, varied and impactful projects, and a vibrant, diverse team culture built on collaboration, inclusion and support. We are creating a workplace where everyone belongs and where you can balance work, life and wellbeing.

The role

As a Senior Customer Support Officer, you will support the day-to-day delivery of customer service across our high-volume contact centre, helping customers and stakeholders navigate the NSW Planning Portal and related digital services. You will manage complex enquiries and escalations across phone and written channels, provide clear and accurate advice, and support the team to deliver timely and consistent service.

You will be a senior point of support for Customer Support Officers, assisting with difficult customer interactions, troubleshooting system and process issues, and helping manage queues and service priorities during periods of high demand. Working alongside the Team Leader, you will coach colleagues, share knowledge, identify improvement opportunities and support the day-to-day operation of the contact centre.

For more information about this position, read the full Role Description: Senior Customer Support Officer

What you will bring to the role

• 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 supporting, sharing knowledge and capability development, providing practical guidance on complex enquiries, coordinating day-to-day operations, and act as a senior point of contact or day-to-day operations when the Team Leader is unavailable.
• Knowledge of the NSW Planning Portal, planning-related services or comparable digital systems, with the ability to quickly build and apply specialist knowledge across changing processes and services.
• Strong judgement and problem-solving skills, with the ability to investigate complex cases, determine appropriate escalation pathways and balance customer needs with policy, process and system requirements.
• The ability to monitor queues, workloads and competing priorities, maintain accurate case records, and help the team meet service standards in a fast-paced environment.
• A collaborative and improvement-focused approach, with the ability to identify recurring customer or system issues, contribute to clearer processes and guidance, and work with internal teams to improve customer and operational outcomes.

What is an essential requirement:

• Relevant qualifications or work experience in a customer service / support focused role.
• An understanding and experience in a call centre type environment and high volume inbound and outbound calls.

About Us

At the Department of Planning, Housing and Infrastructure (DPHI), you could shape your world while helping us shape the future of NSW. Together, we create vibrant communities, places and precincts, and manage land, assets and property.

We are a high-performing organisation that proudly reflects the communities we serve. Our diversity strengthens our cultural capability and enables us to make a meaningful difference in the lives of people across NSW. As an inclusive and accessible workplace, we value your contribution, lived experience and cultural knowledge, and we want you to feel supported, connected and empowered to succeed. With flexible work arrangements, job share options, workplace adjustments and various employee affinity groups, we are here to help you thrive every day.

Applications close Wednesday 28 th October 2026. Should you require further information about the role please contact Flora Htet on [e-mail].

A talent pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months. Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn.

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via [e-mail] or [phone] - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment. This role is subject to standard pre-employment checks, including a criminal record check.