Senior Customer Service Officer

Shape Better Experiences for Communities Across NSW

• Senior Customer Service Officer
• Temporary Full Time Opportunity up to 30 June 2028
• Office location Newcastle/Nowra/Dubbo.
• Salary ranges from $102936 - $113579 plus super

We are seeking an experienced and highly motivated Senior Customer Service Officerto play a pivotal role in delivering exceptional customer experiences driving service improvements and supporting the effective administration of Crown Land matters. This role is crucial in supporting business improvement initiatives and managing key partnerships to support customer service in Crown Lands.

This is an exciting opportunity for a customer-focused professional who thrives in a fast-paced environment enjoys tackling complex issues and can confidently balance multiple priorities while maintaining a high standard of service delivery.

The Role

As a Senior Customer Service Officer you will be the trusted point of contact for complex enquiries providing expert advice building strong stakeholder relationships and ensuring timely and accurate service delivery.

Youll bring a proactive mindset strong initiative and the ability to work independently while contributing to a collaborative customer-centric team environment.

What Youll Be Doing

• Deliver high-quality customer service and administration activities ensuring objectives targets and service standards are achieved.
• Provide timely accurate and practical advice to management stakeholders and customers.
• Investigate and resolve enquiries by drawing on legislation policies procedures and operational knowledge.
• Prepare and maintain briefs records correspondence reports and databases with a high level of accuracy.
• Build positive working relationships with internal teams external customers and partners.
• Maintain and share knowledge across the team contributing to knowledge management and capability development initiatives.
• Identify opportunities to improve processes systems and customer service outcomes through business improvement initiatives.
• Escalate complex or sensitive matters where appropriate and contribute to effective issue resolution.
• Provide administrative and operational support across a broad range of customer service activities.

For more information please visit the Role Description:Senior Customer Service Officer

About You

Were looking for someone who has:

• Extensive experience in customer service stakeholder engagement or service delivery environments.
• Strong communication skills with the ability to engage confidently with a diverse range of stakeholders.
• Proven ability to analyse information solve problems and make sound recommendations.
• Demonstrated experience managing competing priorities and deadlines in a high-volume environment.
• Strong organisational and time management skills.
• The ability to work independently while contributing positively to team outcomes.
• Experience maintaining records managing information and working across multiple systems and databases.
• A proactive approach to identifying improvements and implementing practical solutions.
• Resilience adaptability and a customer-first mindset.

Why Join Us

This is an opportunity to help shape the future of customer experience across Crown Lands.

Youll join a team committed to service excellence innovation and continuous improvement while working on initiatives that make a real difference to communities customers and stakeholders across New South Wales.

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.

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 11:55pm Wednesday 19^th August 2026

Should you require further information about the role please contact Shona Smith via

Atalentpool 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 (including an alternate format of the application form) ensuring that you have every opportunity to showcase your talent skills and potential. Contact the Talent Team via or (02) - HR Support option 2 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 CareerPathwaysteam for a yarn.

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