Support Officer Division: Revenue NSW
- Customer Support Team Clerk Grade: 3/4

Salary:
$87,199
- $95,482 + Superannuation Employment Type: Ongoing

Location:
Any Revenue NSW location
- Parramatta, Maitland, Gosford, Lithgow or Wollongong Applications Close: Friday the 31st of October [at 9am] The Support Officer role sits within Revenue NSW. We are the state’s principal revenue management agency and are a part of the Department of Customer Service (DCS). We manage taxes, fines, debts and administer grants in a fair, efficient and timely manner. Through this we give back to the community and fund essential State services for the people of NSW. About the team The Customer Support team operates in a high-volume contact centre environment and supports vulnerable customers to resolve their fines and debts, including through the Work and Development Order scheme, advocacy service, and write off program. We have a passionate customer focus and consistently strive to make it easier to engage with us by placing the customer and community at the heart of what we do. Our team is empowered and motivated through development and opportunities and resolves fines and debt for those who can pay, motivates compliance for those can pay but do not, and supports our customers who cannot pay. We have a dynamic, results focused, fast paced working workplace that fosters the values of integrity, service, accountability, and trust. We are industry leaders in risk management and data security and explore innovation with our customers, designing solutions to serve their needs. When you join us, you will be part of a growing digital and hybrid activity-based workplace that has a diverse culture of belonging with an open and supportive community.



Your day-to-day
· answer telephone enquiries from vulnerable customers who need support to resolve their fines and debt
· provide information about our programs and connect customers with support services they need
· assist our community partners who support vulnerable members of the community (for example, Work and Development Order sponsors and community legal services)
· assess and respond to written correspondence from our customers (for example, requests to have fines and debt reviewed or written off)
· process administrative tasks that support our programs To be successful in this role you will demonstrate:
· willingness to work in a high-volume customer contact environment, working on a rotating roster across our hours of service (7am to 7pm)
· ability to act with empathy and compassion when supporting customers
· a strong customer focus, with excellent written and verbal communication and interpersonal skills
· strong problem-solving skills and ability to offer flexible solutions to customers with complex problems

How to apply
Please submit an up to date CV Salary Grade 3/4, with the base salary for this role starting at $87,199 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Amber Ellis via Amber.




[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: Friday 31st of October [at 9am] 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 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

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