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 **** [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 strong 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 robust 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 ******.
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 **** [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 ************ or
******
.
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 (New South Wales)
🏢 the original
📍 New South Wales