Senior Customer Support Specialist (Digital Services)

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

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.