Shared Services Support Officer

Transport for NSW; Newcastle; On-site; AUD 80,000 - 88,000; Full time

Job summary

Transport for NSW in Newcastle is seeking a dedicated customer service professional to join our call centre team. You will handle inquiries via phone, live chat, and administrative channels, delivering high-quality service to the community.

The role is permanent full-time in a fast-paced, high-volume environment, requiring strong communication, problem-solving, and empathy to meet targets and ensure positive outcomes for customers.

Qualifications

• Strong customer service, communication and problem-solving skills.
• Ability to work across phone, live chat and administrative channels.
• Willingness to learn new systems and collaborate in a busy team environment.

Responsibilities

• Provide high-quality customer service and support customers across phone, live chat and administrative channels.
• Resolve complex enquiries, process transactions and contribute to continuous improvements that enhance customer experience and service delivery.
• Deliver exceptional service in a fast-paced, high-volume environment while meeting performance targets and quality standards.

Skills

Customer service

Communication

Problem-solving

Job description

Job category:Call Centre & Customer Service

Job location: Newcastle, NSW, AU, 2302

Job reference number:110812

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.

For more information on this position and business unit, view the role descriptionand information pack.

About you

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.

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.

Flexible work options may be available. Learn more via Flexible work options and policy

Applications close 11:59 PM Wednesday 2nd September 2026.

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.