Senior Agent (Talent Pool Only)

Customer Service Senior Agent Talent Pool Only

Do you want your work to make a difference for NSW

Together we create thriving environments communities and economies.

• Based in Parramatta hybrid working supported
• Permanent and/or Temporary future opportunities full-time (35hrs per week)
• Salary ranges from $ 84659 to $ 92701 pa plus super
• This is a Talent Pool recruitment for roles that may become available over the next 18 months

This is an excellent opportunity for someone with high quality customer service and administration experience to join a dedicated and collaborative team to support the people of NSW.

About the Role

The Social Impact Programs Branch provides energy rebates and crisis payments worth millions of dollars annually to over 900000 eligible low income and vulnerable households. We are a friendly energetic and supportive team that values a positive workplace culture.

The Customer Service Senior Agent works across either the Energy Rebates or Energy Accounts Payment Assistance (EAPA) teams to deliver high-quality accurate and responsive customer this role you will receive and enter customer applications check customer eligibility against an existing framework and communicate with customers via phone calls and emails. The role works collaboratively within a team environment including by supporting junior agents and acting as an escalation point. You will need to communicate well and with empathy when interacting with vulnerable or stressed customers. You will have excellent attention to detail work with integrity and meet KPIs.

In accordance with the requirements of this role you will be required to work Monday to Friday 9am to 5 pm. We provide hybrid working arrangements and are open to discussing other flexible work arrangements. You will be required to work in our modern offices near Parramatta station at least 2 days per week following an initial 4-6-week training period in the office. We will provide you with opportunities to develop new skills.

To be successful in the role ideally you will have:

• Quality customer service experience preferably in a high-volume fast-paced call centre environment.
• Timely and effective verbal and written communication skills
• Strong organisation skills and the ability to multi-task
• Pro-active and can-do attitude.

For more information read the full Role Description: Role Description - Senior Agent

Talent Pool

This recruitment will be used to create a talent pool.

A talent pool represents a group of applicants who have been assessed and identified as suitable for this role or similar roles and who may be considered for a range of similar roles including temporary term or ongoing roles over the next 18 months.

Who we are

The Department of Climate Change Energy the Environment and Water(DCCEEW) works to protect the states environment and heritage. It leads the way on climate change driving the sustainable transition to a net zero economy powered by affordable reliable and clean energy.

DCCEEW conserves and protects the states natural environment. It manages the NSW national park estate including its rich and diverse biodiversity and Aboriginal cultural heritage for future generations.

DCCEEW also ensures sustainable management of water resources across the state to support the environment communities and industry.

We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and water and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment.

To Apply

If excited by the information above we look forward to receiving your application including a copy of your resume (4-pages) and cover letter (1-page only) expressing your interest and suitability for the role.

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 appointment.

Applications close Friday 15^th May 2026 (11:55 PM)

Should you require further information about the role please contact Sonali Malik via email on or phone (02) .

Our goal is to build a workforce that not only represents but also understands and serves the diverse communities of New South Wales. We are committed to making our state a vibrant and inclusive place to live work and thrive for everyone. Our workforce represents people of all ages and genders Aboriginal and Torres Strait Islander people people with disabilities the LGBTQI community and people from diverse ethnic and cultural backgrounds.

Looking for more information or assistance in applying

• Our commitment to a diverse and inclusive workplace.
• How we encourage and support people with disability
• Information and adjustments for individual needs for the recruitment process and the workplace.

If you require an adjustment for your application process please contact our Talent Acquisition Team by emailing or contacting Amanda Paterson on.

If you are an Aboriginal or Torres Strait Islander use our Aboriginal applicants guide to assist with applying for roles or our Aboriginal Career pathways team at for a yarn.

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