Job Description
Customer Service Officer - NSW Trustee & Guardian | Newcastle n
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
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APG Workforce is seeking an experienced
Customer Service Officer - Customer Engagement
to join
NSW Trustee & Guardian
within the Proactive Customer Management team in Newcastle.
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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 efficient resolutions.
About the Role n
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Responding to inbound customer enquiries via phone, email and other channels
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Providing accurate information and resolving enquiries in line with policies and procedures
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Using empathetic, trauma-informed communication and de-escalation techniques when assisting vulnerable customers
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Maintaining accurate customer,



interaction and transaction records
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Managing and resolving customer concerns and complaints, escalating complex matters when required
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Working within agreed service standards and KPIs in a high-volume customer service workplace
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About You n
We are looking for someone with strong
customer service and communication skills
who is confident working in a busy, high-volume environment. Previous experience in a customer-focused call centre is highly desirable.
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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.
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If you're an experienced customer service professional looking for an opportunity within NSW Government,
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#J-*****-Ljbffr

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