Customer Service Officer - NSW Trustee & Guardian | Newcastle
Location:Newcastle West, NSW
Pay Rate:$41 per hour + super
Contract:ASAP - 30 October ****, with possibility of extension
Hours:Monday to Friday, 9:00am-5:00pm
Work Arrangement:100% onsite - no WFH
APG Workforce is seeking an experiencedCustomer Service Officer - Customer Engagementto joinNSW Trustee & Guardianwithin the Proactive Customer Management team in Newcastle.
This role is focused on delivering high-quality customer service to Estate Management customers, responding to enquiries across phone, email and other channels and providing accurate and productive resolutions.
About the Role
Responding to inbound customer enquiries via phone, email and other channels
Providing accurate information and resolving enquiries in line with policies and procedures
Using empathetic, trauma-informed communication and de-escalation techniques when assisting vulnerable customers
Maintaining accurate customer,



interaction and transaction records
Managing and resolving customer concerns and complaints, escalating complex matters when required
Working within agreed service standards and KPIs in a high-volume customer service setting
About You
We are looking for someone with strongcustomer service and communication skillswho is confident working in a busy, high-volume environment.
Previous experience in a customer-focused call centre is highly desirable.
You will also require experience using computerised telephone, switchboard or similar systems.
The role description lists tertiary qualifications relevant to financial management and/or extensive equivalent experience as an essential requirement.
If you're an experienced customer service professional looking for an opportunity within NSW Government,
#J-*****-Ljbffr

📌 Customer Service Officer - Government (New South Wales)
🏢 Apg Workforce
📍 New South Wales