Client Service Off NSW CSC | SIY-298

Client Service Off NSW CSC | SIY-298

02 Jun
NSW Department of Communities and Justice

02 Jun

NSW Department of Communities and Justice


About us

The Department of Communities and Justice (DCJ) works to achieve safe, just, inclusive and resilient communities and supports the Attorney General as the State’s first law officer.

The Department is the lead agency in the Stronger Communities Cluster and creates collaboration between social services and earlier intervention to respond to the causes and symptoms of poverty and disadvantage. Courts, Tribunals and Service Delivery (CTSD) support the NSW community by providing access to justice services, through the protection rights and public safety initiatives.

The Courts Service Centre (CSC)

is the first point of contact for customers of courts and tribunals across New South Wales and is a key contributor to our overall success. On average, the CSC receives more than 40,000 inbound calls per month from a range of customers including; legal professionals, police and correctional centres, media, jurors, defendants, parties to court matters and the general public. We are focused on delivering a superior customer experience, providing plain language advice and information about court and tribunal processes in NSW, and making referrals to other agencies where appropriate.

About the role

Our Team provide services throughout NSW, therefore our staff don’t always need to be in the Metro area. Our work can be undertaken from anywhere in the state, this creates a great opportunity to join our team if you live in regional NSW.

We are passionate about what we do and we are looking for individuals who want to grow their career in customer service. In the Client Service Officer role, you will ensure a seamless flow of calls whilst quickly identifying and qualifying the nature (legal and non-legal) of the call, answer any questions and provide accurate and knowledgeable information and procedural advice where appropriate.

The role is challenging and rewarding; you will be required to think on your feet, display empathy and maintain the utmost professionalism. You will confidently navigate through various sources of information and systems to respond to client enquiries and maintain an in-depth knowledge of our policies and procedures. You will be collaborative and enjoy working as a team to respond to high volumes of enquiries daily.

You will be supported by Senior Client Service Officers and managers who will coach and support your development, striving for a culture of continuous improvement and superior customer experience, and act as escalation points for complex customer queries.

Your high levels of customer focus, resilience and ability to embrace change will ensure your success in this role.

Essential Requirements

Demonstrated experience in the provision of, or an ability to demonstrate a capacity to provide excellent customer service.

About you

You are naturally an empathetic person; you have strong resilience and a tenacious spirit when it comes to work. You have excellent interpersonal skills. You can work autonomously and take responsibility for managing your own workload. You thrive in a fast paced environment and enjoy working to achieve targets.

We encourage applications from people with disability, Aboriginal and Torres Strait Islanders, LGBTI and other diversity groups.


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