Assistant Support Line Officer

Shape your world through meaningful work in local government

• Join a supportive team where your call centre background will help deliver great service to the community!
• Ongoing full-time opportunity (35 hours/5 days per week)
• NSW Office located in Parramatta with flexible working supported
• Salary relative to experience and ranges from $75728.00 to $82329.00 plus super (Clerk Grade 1/2)

Join our team and shape your world in a workplace that empowers you to do your best work and build a meaningful this role you will contribute to shaping lives and communities across NSW while shaping your own career. You will enjoy flexible work options varied and impactful projects and a vibrant diverse team culture built on collaboration inclusion and support. We are creating a workplace where everyone belongs and where you can balance work life and wellbeing.

The Office of Local Government (OLG) is a small yet diverse agency of professionals invested in creating healthy and prosperous communities across NSW. Through the development of policy programs strong relationships engagement and intervention OLG is a driver of reform and uplift across the state with a purpose of fostering a strong and sustainable local government sector.

Theres never been a better time to join a diverse welcoming and fulfilling agency that helps build healthy and prosperous communities across NSW.

This is a targeted role under GSE Rule 26. While Aboriginal identity is not essential to apply for this role Aboriginal people are encouraged to apply.

The role
As an Assistant Support Line Officer youll be the first point of contact for the NSW Pet Registry supporting pet owners across the state and helping keep one of NSWs key public-facing services running smoothly. Youll handle a high volume of incoming enquiries respond to diverse customer needs and make sure every interaction is logged accurately and professionally.

This role is ideal for someone with proven call centre experience especially in environments driven by KPIs service targets and fastpaced workflows. Youll be answering calls updating records triaging issues and drafting responses all while maintaining a calm clear and customerfocused approach.

Youll thrive here if you enjoy juggling competing priorities working within established procedures and staying across changing policies. Knowing when to escalate matters how to manage complex or sensitive enquiries and how to keep communication sharp and consistent will be essential to your success.

This is a great opportunity to build your career in local government contribute to a service that supports so many across NSW and be part of a team that values collaboration and continuous improvement.

For more information read the full Role Description: Role Description

What you will bring to the role

• Strong customer service skills with experience handling inbound calls and resolving enquiries in a professional and empathetic manner.
• Solid administrative capabilities including accurate record-keeping document handling and managing competing priorities.
• Ability to follow established procedures and escalation protocols while exercising sound judgment in referring complex enquiries.
• Clear written communication skills with experience preparing correspondence using templates and drafting initial responses.
• Capacity to stay up to date with frequently changing policies and programs and apply that knowledge confidently in customer interactions.
• Proven ability to work collaboratively in a team environment supporting colleagues and contributing to shared service goals.

Key knowledge and experience

• Demonstrated experience in a similar customer service role within a complex and regulated environment.

Critical Role Information

• The successful candidate will be required to complete three weeks of onsite training in Parramatta (Monday to Friday).
• The core working hours for this position are 8:30am to 4:30pm.

About us

The Department of Planning Housing and Infrastructure(DPHI) improves the liveability and prosperity of NSW. To achieve this we: create vibrant productive spaces and precincts; manage lands assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people communities and entities.

We are an inclusive and accessible workplace where your individual contributions are valued and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups practices flexible working offers job share and workplace adjustments.

As part of DPHI the Office of Local Government (OLG) is the NSW Governments frontline interface with councils their 50000 employees and their elected officials across the state. Its goal is to build a strong responsible and sustainable local government sector with its purpose to ensure councils all over NSW can continue to effectively deliver infrastructure services and civic leadership to their communities.

Join us

If excited by the information above we look forward to receiving your application including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close Tuesday 14 July 2026 at 11:55pm. Should you require further information about the role please contact Cameron Blair Support Line Team Leader on

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process ensuring that you have every opportunity to showcase your talent skills and potential. Contact the Talent Team via or (02) - HR Support option 3 DPHI People Advisory option 1 and reference Request an Adjustment - Job Title and Reference Number.

Check out ourAboriginal applicants guideto assist with applying for the role or contact ourAboriginal Career pathwaysteam for a yarn.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the role is subject to standard pre-employment checks including a criminal record check.