Senior Customer Services Officer

Job Details

Job Location:

Parramatta - Australia

Monthly Salary: $ 134421 - 148239

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Do you want your work to make a difference for NSW

Working to protect the states environment and heritage.

Lead operational excellence and customer experience across Heritage NSWs frontline services
Temporary up to 29 Jan 2027 full-time (35 hours per week) opportunity
Parramatta Office location hybrid working supported
Salary relative to experience and ranges from $134421.00 to $148239.00 super

The Heritage NSW Customer Concierge team is currently seeking to appoint a Senior Customer Services Officer as a key contributor to the delivery of high quality customer focused service.

This role supports day to day operations within the Heritage NSW Customer Concierge team including assisting customers with enquiries resolving escalations and ensuring enquiries are accurately logged tracked and progressed using systems such as Zendesk.

The Senior Customer Services Officer develops and maintains service templates and knowledge base content leads and presents at internal workshops and 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 customers and stakeholders across community industry and government.

About You

You bring strong experience in a complex customer service or regulatory environment with the ability to supervise operations manage daytoday workflows and handle customer escalations. You are confident using CRM systems to assess prioritise and progress enquiries ensuring matters are accurately managed statutory processes are supported and timeframes are met.

With welldeveloped communication skills you provide clear practical advice to a range of stakeholders and collaborate effectively across teams. You demonstrate leadership through coaching and support contribute to continuous improvement initiatives and deliver highquality outcomes with integrity professionalism and a strong customer focus.

Essential Requirements

Tertiary qualifications or sound experience in heritage Aboriginal cultural heritage or relevant field.

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

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.

Participation in the NSW Biodiversity Offsets Scheme (BOS)

Please read the Biodiversity Offsets Scheme Protocol to understand if it applies to your circumstances. All applicants for this role and new employees with an existing defined interest in the BOS will be required to disclose their 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.

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 Sunday the 17^th of May at 11:55PM.

Should you require further information about the role please contact Mat Campino via or 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.

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 Dante Stuerzl on(please mention reference number 548992).

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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Role Description

Required Experience:

Senior IC

Do you want your work to make a difference for NSWWorking to protect the states environment and heritage.Lead operational excellence and customer experience across Heritage NSWs frontline servicesTemporary up to 29 Jan 2027 full-time (35 hours per week) opportunityParramatta Office location hybrid w...