Job Description
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Customer Service Officer, Estate Management - Newcastle
Join a leading government agency in Newcastle West as a Customer Service Officer!
About the Role n
We are seeking an empathetic and driven Customer Service Officer to join the Customer Engagement team within Estate Management in Newcastle West. In this key role, you will deliver high-quality, specialist service to clients across multiple communication channels, ensuring every interaction aligns with established Customer Excellence Principles.
Key Responsibilities n
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Multichannel Support:
Respond to inbound customer enquiries via phone, email, face-to-face, and online click-to-chat.
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Trauma-Informed Service:
Apply de-escalation and trauma-informed communication techniques when assisting vulnerable clients experiencing grief, illness, or complex circumstances.
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Compliance & Record Keeping:




Resolve customer enquiries in line with operating policies and maintain accurate interaction logs and transaction records in internal systems.
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Complaint Resolution:
Manage complex enquiries, elevate unresolved issues appropriately, and contribute to continuous process improvement.
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What We Are Looking For n
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De-escalation Skills:
Proven ability to manage sensitive situations, challenging behaviors, and high-stress scenarios professionally.
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Adaptability:
Experience working in a rapid-paced, high-volume contact center or customer service environment.
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Communication:
Excellent verbal and written communication skills with strong active listening capabilities.
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Position Details n
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Location:
Newcastle West, NSW (100% On-site | Monday to Friday, 9:00 AM - 5:00 PM)
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Duration:
Contract through to 30/10/2026 (Possibility to extend)
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Pay Rate:
$***** per hour + super (PAYG)
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📌 Customer Service Officer (Newcastle) (New South Wales)
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📍 New South Wales