Shared Services Support Officer

Charter Diligence; Dubbo; On-site; AUD 70,000 - 76,000; Full time

Job summary

Charter Diligence is assisting NSW Government in Dubbo by sourcing a Shared Services Support Officer to handle customer interactions across phone, digital and administrative channels, delivering accurate responses in line with procedures.

You will manage transactions, use multiple systems, and contribute to service quality while meeting targets; prior contact centre or procurement experience is valued.

Qualifications

• Demonstrated experience in customer service, administration or a customer-focused service environment.
• Strong computer literacy and the ability to navigate multiple systems while managing customer interactions.
• Excellent attention to detail, with a commitment to accurate data entry and transaction processing.
• Clear verbal and written communication skills, with the ability to explain information in a straightforward and professional manner.
• Proven ability to build rapport, understand customer needs and provide effective solutions.
• Strong time management skills and the ability to manage competing priorities in a high-volume environment.
• Ability to follow established procedures, learn new processes quickly and adapt to changing requirements.
• Confidence handling customer enquiries professionally, including knowing when to escalate.
• A collaborative approach, with the willingness to share knowledge and contribute to team performance.

Responsibilities

• Respond to customer enquiries across telephone, digital and administrative channels, providing helpful and professional service.
• Resolve routine customer issues at first contact wherever possible, following established procedures and service guidelines.
• Process transactions and service requests accurately, using internal systems, knowledge resources and standard operating procedures.
• Navigate multiple computer systems and digital platforms simultaneously to manage enquiries and maintain efficient workflows.
• Record customer interactions and update relevant systems to ensure information is accurate, complete and accessible.
• Identify complex enquiries, service disruptions and customer concerns, escalating them to the appropriate team when required.
• Maintain a customer-focused approach while meeting individual performance targets and service level expectations.
• Work collaboratively with colleagues to share information, support team objectives and improve service consistency.
• Participate in team meetings, training sessions, quality assessments and performance discussions.
• Follow organisational policies and procedures relating to privacy, information handling and workplace conduct and compliance.
• Identify recurring customer issues and contribute suggestions to improve processes and the overall customer experience.
• Adapt to changing workloads, procedures and service requirements while maintaining accuracy and professionalism.

Skills

Customer service

Administration

Computer literacy

Attention to detail

Written and verbal communication

Time management

Typing 40 wpm

Privacy and confidentiality

Team collaboration

Job description

Our Client

Our client is a major NSW Government transport agency responsible for delivering transport services, improving connectivity and supporting communities across New South Wales. The organisation works across a broad range of transport functions and is committed to providing accessible, customer-focused services while supporting the state's growing transport network.

About The Role

We are seeking a customer-focused Shared Services Support Officer to join a busy government service centre in Dubbo. This opportunity is ideal for someone who enjoys assisting customers, navigating computer systems and resolving enquiries while maintaining a high standard of accuracy and professionalism.

You will manage a variety of customer interactions across phone, digital and administrative channels, process routine transactions and provide timely information in line with established procedures. The role requires strong attention to detail, confidence using multiple systems and the ability to balance service quality with productivity targets.

Candidates with contact centre, customer service or procurement experience are encouraged to apply.

Contract Details

• Position: Shared Services Support Officer
• Location: Dubbo, NSW
• Pay Rate: $38.89 per hour + super
• Start Date: ASAP
• End Date: 24 December 2026
• Hours: Up to 7 hours per day, 35 hours per week

Key Responsibilities

• Respond to customer enquiries across telephone, digital and administrative channels, providing helpful and professional service.
• Resolve routine customer issues at first contact wherever possible, following established procedures and service guidelines.
• Process transactions and service requests accurately, using internal systems, knowledge resources and standard operating procedures.
• Navigate multiple computer systems and digital platforms simultaneously to manage enquiries and maintain efficient workflows.
• Record customer interactions and update relevant systems to ensure information is accurate, complete and accessible.
• Identify complex enquiries, service disruptions and customer concerns, escalating them to the appropriate team when required.
• Maintain a customer-focused approach while meeting individual performance targets and service level expectations.
• Work collaboratively with colleagues to share information, support team objectives and improve service consistency.
• Participate in team meetings, training sessions, quality assessments and performance discussions.
• Follow organisational policies and procedures relating to privacy, information handling, workplace conduct and compliance.
• Identify recurring customer issues and contribute suggestions to improve processes and the overall customer experience.
• Adapt to changing workloads, procedures and service requirements while maintaining accuracy and professionalism.

About You

• Demonstrated experience in customer service, administration or a customer-focused service environment.
• Strong computer literacy and the ability to navigate multiple systems while managing customer interactions.
• Excellent attention to detail, with a commitment to accurate data entry and transaction processing.
• Clear verbal and written communication skills, with the ability to explain information in a straightforward and professional manner.
• Proven ability to build rapport, understand customer needs and provide effective solutions.
• Strong time management skills and the ability to manage competing priorities in a high-volume environment.
• Ability to follow established procedures, learn new processes quickly and adapt to changing requirements.
• Confidence handling customer enquiries professionally, including knowing when to escal
• A collaborative approach, with the willingness to share knowledge and contribute to team performance.
• Previous contact centre or service centre experience is highly regarded.
• Procurement experience or familiarity with purchasing and transaction processes is advantageous.
• Ability to touch type accurately, with a minimum typing speed of 40 words per minute and greater than 85% accuracy.
• Understanding of confidentiality, privacy obligations and professional workplace conduct.
• Applicants must have valid working rights in Australia for the duration of the engagement. Sponsorship is not available. Australian citizenship, permanent residency or an appropriate long-term Australian working visa is required.