Shared Services Support Officer

NSW Public Service Commission; Grafton; On-site; AUD 80,000 - 88,000; Full time

Job summary

Transport for NSW is seeking a Shared Services Support Officer in Grafton. You will work as part of a team delivering people support services and provide high-quality customer service across phone, live chat and administrative channels.

The role involves resolving complex enquiries, processing transactions, and contributing to improvements that enhance customer experience. A customer-focused professional who enjoys learning systems and working in a busy team will fit well.

Qualifications

• Minimum experience delivering frontline customer service.
• Ability to handle multi-channel inquiries (phone, chat, email).
• Strong communication and problem-solving skills.

Responsibilities

• Provide high-quality customer service across phone, live chat and administrative channels.
• Resolve complex enquiries and process transactions efficiently.
• Contribute to continuous improvements that enhance customer experience.
• Work in a fast-paced, high-volume environment while meeting targets.

Skills

Customer service

Communication

Problem solving

Empathy

Conflict resolution

Job description

Shared Services Support Officer (Grafton)

Organisation/Entity: Transport For NSW

Job category: Call Centre & Customer Service

Job location: Grafton, NSW, AU, 2460

Job reference number: 111353

Employment type: Permanent Full-Time

Salary range: $79733.0-$87703.0

You put people at the heart and take pride in the impact of your work.

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:

Working as part of a team delivering people support services, you will provide high-quality customer service and support customers across phone, live chat and administrative channels.

This role will see you resolving complex enquiries, processing transactions and contributing to continuous improvements that enhance customer experience and service delivery.

You will deliver exceptional service in a fast-paced, high-volume environment while meeting performance targets and quality standards.

Your customer service, communication and problem-solving skills will see you excel in resolving enquiries, managing competing priorities and delivering positive customer outcomes.

You're a customer-focused professional who enjoys helping people, learning new systems and working collaboratively in a busy team environment.

Work Location

This role is located in Grafton.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers .

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

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Transport acknowledges the Aboriginal people of the country on which we work, their traditions, culture and a shared history and identity. We also pay our respects to Elders past and present and recognise the continued connection to country.