EOI - Digital Service Representative October

Expression of Interest – Internal Trainees, Service NSW

This EOI is open exclusively to Service NSW trainees who have successfully completed their traineeship.

SNSW Clerk Grade: 2/3

Service Centre Roles: Digital Service Representative

Please note: Not all trainees will be eligible to apply for this Expression of Interest. Eligibility is subject to meeting the requirements of GSE Rule 26.

To apply, you must:

Have completed the required duration of on-the-job experience with Service NSW.

Have completed all qualification requirements and are eligible for sign-off by Training Services NSW as having successfully completed your traineeship.

Have obtained approval from your direct manager to apply for this Expression of Interest.

Apply only for the role you have been undertaking during your traineeship.

About the roles

Service Centre: Digital Service Representative

Provide face-to-face customer service and support, autonomously assisting customers with enquiries, identifying their needs, and connecting them with appropriate services and solutions. Deliver a positive customer experience through professional, efficient, and customer-focused interactions while working independently and taking ownership of customer outcomes.

How to apply

Please submit your resume and responses to the targeted questions below. When responding to the questions, provide a specific real-life example from your Service NSW experience. We are interested in understanding how you communicated with customers, provided support, and maintained a professional approach in challenging situations. Focus on the actions you took, the skills you demonstrated, and the outcome you achieved.

Targeted Questions

1. Describe a time when you assisted a customer who was upset or frustrated because they were having difficulty understanding the steps needed to complete a process or transaction online.

In your response, tell us:

What the situation was.





How you communicated with the customer and explained the steps or requirements in a way they could understand.

How did you respond to the customer's concerns or emotions.

What actions did you take to help them complete the process.

What was the outcome.

2. Describe a time when a customer enquired about a process where you were not familiar with the legislation, policy, or requirements needed to answer their enquiry.

In your response, tell us:

What the situation was.

How did you communicate with the customer.

What steps did you take to find the correct information and assist them.

How did you manage the customer's expectations while resolving their enquiry.

What was the outcome and what did you learn from the experience.

Recruitment process

Once your application is received, it will be reviewed to confirm eligibility. Eligible applicants will be contacted and advised of the next stages of the assessment process.

As part of the recruitment process, you will also be required to complete pre-employment checks.

Further information

Please be advised that this process will be overseen by the Service NSW Employment and Leadership Programs team in collaboration with the respective Group Training Organisation (GTO) and the Department of Customer Service (DCS) Talent Acquisition teams.

We value diversity and can accommodate the assessment process to suit your individual needs whilst ensuring compliance in accordance with the Government Sector Employment (GSE) Act.

Enquiries For enquiries relating to eligibility please email at [email protected].





For enquiries relating to recruitment process please email at [email protected]

Salary Grade 2/3, with the base salary for this role starting at 64,375 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Vanessa Caulfield 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:

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 perks 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

📌 EOI - Digital Service Representative October (Tamworth)
🏢 NSW Department of Customer Service
📍 Tamworth