Targeted diversity employment campaign to establish talent pools for frontline Digital Service Representative (DSR)- grade 2/3 roles across Service NSW.

Led by the Employment & Leadership Programs team, the campaign will focus on attracting and engaging candidates from Aboriginal and Torres Strait Islander, disability and refugee backgrounds. The initiative supports Service NSW's commitment to building a diverse and inclusive workforce, while creating meaningful employment pathways and increasing representation across frontline service delivery roles.

Service NSW Diversity targeted Talent Pool Role: Digital Service Representative (DSR) Role Grade: SNSW Grade 2/3 starting salary $64,375 per annum, plus superannuation and leave loading Location: Various Sydney Metro locations

Join a workforce that reflects the communities we serve. This is a targeted employment chance under Service NSW’s diversity employment initiatives and in accordance with Rule 26 of the Government Sector Employment (GSE) Rules, to support increased workforce diversity. Applications are invited from people who identify as An Aboriginal person or Torres Strait Islander, A person with disability, A person who, on or after 1 December 2015, enters or has entered Australia on a Refugee and Humanitarian (Migrant) (Class XB) visa issued by the Commonwealth Applicants must identify as belonging to one or more of these groups.

If you do not meet these eligibility criteria, your application will not be considered.

At Service NSW, we value diverse experiences, perspectives and talents. We encourage you to bring your authentic self, share your lived experience and build a rewarding career helping customers access the services they need.

About the opportunity

We are seeking applications for current and future Digital Service Representative (DSR) opportunities across Sydney. This recruitment will establish a talent pool for full-time, part-time, ongoing, temporary and casual vacancies across a range of Service NSW Centre locations.

The Digital Service

Representative (DSR) is an in-person customer service role based in a Service NSW Centre. As the first point of contact for customers using online technology, you will provide guidance and support to help increase the adoption of digital services and deliver positive digital customer experiences.

Reasonable adjustments are available to support employees in performing the inherent requirements of the role.

About You





We're looking for people who are passionate about helping customers and creating positive experiences. You will thrive in this role if you:

Enjoy assisting customers and delivering friendly, professional face-to-face service. Communicate clearly and confidently, adapting your approach to meet diverse customer needs.

Are comfortable using technology and supporting others to build confidence with digital services.

Can manage multiple tasks in a fast-paced environment while maintaining accuracy and attention to detail.

Demonstrate resilience and professionalism when handling complex enquiries or challenging customer situations.

Are committed to teamwork, continuous improvement, and following policies, privacy requirements and service standards. How to apply

If you're excited about this opportunity, we'd love to hear from you. To apply, please submit:

An up-to-date resume (maximum 4 pages)

A cover letter (maximum 2 pages) outlining your interest in the role and demonstrating how your skills and experience align with the focus capabilities and essential requirements Your application should clearly highlight your suitability for the role and provide relevant examples of your skills, experience and achievements.

As part of the assessment process, you will complete: An initial telephone call to assess your suitability. If successful you will be invited to complete online assessments and participate in an assessment centre. The assessment centre includes a multi-mini behavioural interview and role play If successful in the assessment centre, you will be required to complete pre-employment checks.

Applications Close: Wednesday 19 August 2026 at 9:59am

Further Information If you have questions about the role, contact [email protected]

If you feel you may require an adjustment during the recruitment process, please contact Joy Lethieullier via [email protected]

About Service NSW

Service NSW makes it easier for people and businesses across NSW to access government services. Through our digital channels, contact centre and statewide network of service centres, we deliver simpler,



faster and more accessible services for millions of customers every year. We are committed to creating an inclusive workplace and building a workforce that reflects the diverse communities we serve.

Operating hours: In our Service Centres hours vary between locations. You can check the opening hours for each Service Centre here. Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays.

The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.

Part-time – minimum 14 hours per week - (Monday to Friday) Full-time – 70 hours per fortnight Hours are also subject to change based on the needs of the business.

Click Here to access the Role Description. 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. A talent pool may be created as part of this recruitment process and will be valid for up to 18 months.

The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role. 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 provide adjustments to the recruitment process for candidates, including individuals with disability.

If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [email protected].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

📌 Service NSW Diversity Talent Pool - DSR (Sydney)
🏢 myCareer - NSW Government
📍 Sydney