Service Recovery Officer

Clerk Grade: 5/6

Salary Range: $102,936 - $113,579 plus superannuation and leave loading

Employment Type: Full time Ongoing

Location: Orange - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.

Application Closing: Sunday, 20th September 2026 [11:59pm]

About Us

Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

About the team

Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.

We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.

About the role

Respond to and provide analysis of customer feedback across operational areas, ensuring complaints are managed and resolved within established service standards and regulatory guidelines. Conduct thorough root cause analysis to identify underlying issues, recommend preventative actions, and highlight both areas of excellence and customer pain points. Use insights gained to drive continuous process improvement initiatives and enhance overall customer outcomes and experiences.

Key Challenges

- Managing customer complaints in a high-volume, customer-centric environment, ensuring timely resolution and adherence to service delivery standards, regulatory requirements,



and customer expectations.
- Identifying process gaps and improvement opportunities in collaboration with service owners, contributing to sustainable solutions that enhance service performance, improve customer experiences, and reduce recurring issues.
- Applying robust analytical, investigative, and problem-solving skills to complex customer enquiries, delivering fair, responsive, and customer-focused resolutions.
- Manage sensitive matters with professionalism and empathy, able to de-escalate sensitive situations and work independently.

About you The successful applicant will demonstrate a strong commitment to customer service, with the ability to communicate effectively and build positive relationships with a diverse range of stakeholders. They will possess strong problem-solving skills, enabling them to assess situations, identify solutions, and make sound decisions. Experience with Service Management systems would be highly regarded; however, it is not essential.

What we need from you An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills.

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements

Salary Grade 5/6,



with the base salary for this role starting at $102,936 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Michael Yoon via [email protected].

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.

Closing Date: Sunday, 20th September 2026 [11:59pm]

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 Recovery Officer (Orange)
🏢 myCareer - NSW Government
📍 Orange