Senior Customer Services Officer

• Internal expression of interest

• Temporaryup to29 Jan 2027full-time opportunity

• ParramattaOffice location hybrid working supported

• Salaryrelativeto experience and ranges from$134421.00to $148239.00super

TheHeritageNSWCustomer Conciergeteam is currentlyseekingto appoint aSenior Customer Services Officerasa key contributor to the delivery of high quality customer focused service.

This role supports day to day operations within the HeritageNSWCustomer Concierge team including assisting customers with enquiries resolving escalations and ensuringenquiriesare accurately loggedtrackedand progressed using systems such as Zendesk.

The Senior Customer Services Officer develops andmaintainsservicetemplatesand knowledge base content leads and presents at internal workshopsand meetings and plays an active role in coaching and development across the team. The role works collaboratively in a supportive improvement-focused team culture engaging with diverse customersand stakeholdersacross communityindustryand government.

About You

You thrive on supervising operations managing day to day tasks customer escalations projects leadership skills CRMmanagement and usageand assignment motivated and inspiring and able to accept delegated work from the Manager Customer Services.

You bring strong experienceoperatingin a complex customer service or regulatory environmentwhile ensuring enquiries are accurately assessed and referred to theappropriate teams. You havedemonstratedcapability coordinating and delivering application completeness checks and supporting statutory processes with the ability to quickly understand issues manage high volumes of work and meet prescribedtimeframes.

You are confident using customer relationship management systems apply sound judgement to prioritise work and take responsibility for progressing matters and resolving issues effectively.

You have well-developed communication and engagement skills andcanprovide clear well-researched advice on heritage-related matters to a range of internal and external stakeholders. You collaborate effectively across teams contribute to customer service and support projects that drive continuous improvement in service delivery.

You lead by example coach and support others and create a team culture aligned with public sector values. Youoperatewitha high levelof autonomy manage competing priorities and deliver quality outcomes on time whilemaintaininga strong customer focus and commitment to integrityprofessionalismand accountability.

Key knowledge and experience

• Sound experience in anda track recordof delivering customer service program outcomes.

Essential Requirements

• Tertiary qualifications or sound experience in heritage Aboriginal culturalheritageor relevant field.

For more information read the full Role Description:Senior Customer Services Officer

Participation in the NSW Biodiversity Offsets Scheme (BOS)

Please read theBiodiversity Offsets Scheme Protocolto understand if it applies to your circumstances. All applicants for this role and new employees with an existing defined interest in the BOS willbe requiredtodisclosetheir personal (or a close family members) participation to ensure potential conflict of interests are declared and managed appropriately.

To Apply

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 closeMonday the 27thof Aprilat 11:55PM.

Should you require further information about the role please contactMatCampinoviaor on0

Looking for more information orassistancein applying

• Our commitment to a diverse and inclusive workplace.

• How we encourage and supportpeople with disability

• Information andadjustments for individual needsfor the recruitment process and the workplace.

If you require an adjustment for your application process please contact our Talent Acquisition Team by emailingor contactingDante Stuerzlon029(please mention reference number548992).

If you are an Aboriginal or Torres StraitIslanderuseourAboriginal applicants guidetoassistwith applying for roles orour Aboriginal Career pathways team atfor a yarn.

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