Support Officer, Contact Centre

NSW Land Registry Services; Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

NSW Land Registry Services is seeking a customer-focused professional to join our Sydney CBD contact centre. You will answer incoming calls, resolve issues using LRS policies, and direct inquiries through appropriate channels.

The role emphasizes first-contact resolution, accuracy, and customer satisfaction within our land information operations. Key responsibilities include providing timely service, maintaining professional communication across channels, supporting the Contact Centre

Qualifications

• Demonstrated experience in providing excellent customer service in a service centre or frontline environment.
• Excellent analytical and problem-solving skills.
• Organisational & time management skills.
• Leadership skills for managing, coaching, mentoring and developing staff.
• Excellent communication and customer service skills at all levels within an organisation.
• High level interpersonal, negotiation and networking skills to maintain relationships and achieve high service standards.

Responsibilities

• Provide timely, high-quality customer service to customers.
• Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.
• Respond to both clients and staff through all Contact Centre channels.
• Perform administrative activities to support the Contact Centre Supervisor.
• Contribute to the development of new ideas, including identifying opportunities to improve efficiency and implementing changes.
• Proactively manage and meet the KPI's and requirements of the Concession Deed.

Skills

Customer service

Communication

Problem solving

Time management

Leadership

Interpersonal skills

Job description

NSW Land Registry Services - Sydney CBD NSW

NSW LRS has played a foundational role in the lives of people across New South Wales for over 160 years, quietly ensuring the security, integrity and accessibility of land and property ownership. From the first handwritten titles to today's digital platforms, our evolution has always been guided by one purpose: to create confidence beyond boundaries.

In recent years, we've modernised systems, expanded our digital services, and strengthened how we serve our customers and partners. Our new brand reflects this evolution. It's a symbol of where we've come from and where we're heading. At the heart of it all is our promise: Powering land certainty for NSW, so people, businesses and communities can move forward with confidence.

This role is responsible for answering incoming customer calls, using LRS policies to solve customerissues concerning land information and directing calls through various channels when necessary.Often the first point of contact for customer issues this role requires commitment to customersatisfaction. Responding to inquiries on all matters relating to the operations, practices andprocedures for Dealings Registration & Search, a division within LRS.

Your Responsibilities

• Provide timely, high-quality customer service to customers.
• Create a positive relationship in all customer interactions, maintaining a professional andfriendly manner and ensuring customer satisfaction as a priority.
• Respond to both clients and staff through all Contact Centre channels.
• Perform administrative activities to support the Contact Centre Supervisor.
• Contribute to the development of new ideas, including the identification of opportunities to improve the efficiency of work processes and the implementation of changes in the workplace.
• Proactively manage and meet the KPI's and requirements of the Concession Deed.

About You

To be successful in this role you will have:

• Demonstrated experience in providing excellent customer service in a service centre orfrontline service environment.
• Excellent analytical and problem-solving skills
• Organisational & time management skills
• Leadership skills for managing, coaching, mentoring and developing staff
• Excellent communication and customer service skills at all levels within an organisation
• High level interpersonal, negotiation and networking skills to maintain relationships and achieve high service standards

Desirable, but not necessary:

• Experience within land registry, conveyancing, surveying, property, planning or related regulatory environments will be highly regarded, particularly where you've managed documentation, stakeholder enquiries or administrative processes.
  

Why Join Us:

At NSW LRS we're fostering a welcoming, connected, and fair workplace, where you can be yourself and thrive:

• Our differences are our strength
• You belong at NSW LRS
• Gender equity and equality
• Family comes first at LRS
• Women in Leadership program

NSW LRS is committed to building a diverse, inclusive, and accessible workplace. We welcome and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities, and people from culturally diverse backgrounds.

Note: NSW LRS does not accept unsolicited resumes from recruitment agencies or search firms.