Description of the job
EOI - Customer Case Officer 5/6
Clerk Grade: 5/6
Employment Type: Temporary up to 6 months, with the possibility of extension
Office based role in Parramatta, with hybrid working available
This role sits within the Customer Experience team, as part of the NSW Small Business Commission, in the Customer Experience team
About the team
The Small Business Commission is an independent authority that advocates for small businesses across NSW and helps resolve issues affecting them by providing information, strategic advice and support through alternate dispute resolution services. The team assists businesses with issues arising from their commercial dealings with other businesses, including commercial leasing and dealings with government agencies.
Your day-to-day
-Operating within a contact centre, you will employ excellent customer service skills to provide accurate and appropriate information to customers regarding legislation, dispute resolution and other matters affecting small businesses
-Working collaboratively and flexibly to adapt to changing priorities
-Contributing to a continuous improvement environment to draft and improve information and processes
-Collaborating with relevant stakeholders to receive and share information
-Maintaining complete and accurate records on customer enquiries and identifying trends
To be successful in this role you will demonstrate
-Experience using excellent customer service skills to help identify and achieve optimal outcomes;
-Experience or capacity to help customers to resolve complex business or legal issues.
-Have worked within a team environment to improve organisation’s capacity and approach to helping customers
-Experience working within a contact centre, or with legal issues, is desirable, but not essential.
What we need from you
To start your journey towards becoming our Customer Case Officer, please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages).
In your cover letter please share your motivation for applying for this position and your relevant skills.
Salary Grade 5/6, with the base salary for this role starting at 99,938 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Vanessa Stanghieri via Write to the company
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Tuesday 12th August 2025 [9:59am]
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives
you the opportunity to help improve government services and be part of reform that
benefits people across NSW. We are
focused on delivering excellent customer service, digital transformation, and
regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive
workplace
The
strength of our workforce lies in its diversity and embracing difference, while
the key to our success is leveraging the contributions of employees with
different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may
require adjustments to allow you to fully participate in this selection process
(including an alternate format of the application form) please contact Write to the company or 02 9494 8351.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process