Senior Customer Support Officer

the original; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Flexible working supported

Job summary

The Department of Planning, Housing and Infrastructure (DPHI) in NSW seeks a Senior Customer Support Officer. This permanent full-time role (35 hours) is based in Parramatta CBD with flexible working.

You will lead high-volume customer service, handle complex enquiries, and coach others while supporting the NSW Planning Portal and related services. Essential: experience in a call centre or high-volume support, strong communication and leadership, and knowledge of digital systems.

Qualifications

• Experience delivering customer support in a high-volume contact centre or service environment.
• Strong communication and de-escalation skills with the ability to explain complex information.
• Demonstrated leadership in coaching and guiding staff in a contact centre.
• Knowledge of the NSW Planning Portal or similar digital services and systems.
• Ability to manage escalations, prioritise work, and balance outcomes with policy and process.
• Collaborative, improvement-focused approach with willingness to share knowledge.

Responsibilities

• Support day-to-day delivery of customer service across a high-volume contact centre.
• Manage complex enquiries and escalations across phone and written channels.
• Coach colleagues and assist Team Leader in day-to-day operations.
• Monitor queues and service priorities during peak periods and maintain case records.
• Provide clear and accurate advice to customers and stakeholders.

Skills

Customer service

Communication

De-escalation

Leadership

Call center experience

Queue management

Problem solving

Tools

NSW Planning Portal

Case-management systems

Job description

Senior Customer Support Officer

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

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

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.

• 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, 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.

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 .

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 or - 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.