Customer Service Officer

At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training. 

 

• 1x Ongoing Full-Time role
• Location: located in Parramatta with flexible working arrangements available, 
• Clerk Grade 1/2 salary ranging from $78,000 - $84,799 + 12% super and annual leave loading

About the role

The Customer Service Officer assists with the provision of general information on apprenticeships, traineeships and vocational education and training programs and services, to customers and members of the public and provides clerical and administrative support to the Regional Centre

 

For further information please click here to view the role description

 

About you

• Demonstrate a strong customer service ethic and a collaborative approach
• Work confidently in a structured environment, applying policies, procedures and guidelines with sound judgement
• Escalate complex or sensitive matters to a supervisor to support appropriate decision-making
• Have high attention to detail 
• Knowledge of Vocational, Education and Training (VET) is desirable  
• Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.

 

Essential requirements of the role

• A valid Working with Children Check 
• Demonstrated understanding of and commitment to the value of public education. 

 

Benefits

• Flexible working arrangements
• 35 hour working week
• Competitive, salary sacrificing, employer’s contribution to superannuation and annual leave loading
• Flex Leave entitlements, generous holidays & leave conditions
• Opportunities for advancement and mobility across the Department to support your career growth

 

How to apply
Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role and answer the 2 pre-screening questions:

 

1. Describe a time when you received or managed a customer complaint or a complex customer issue that, on reflection, you could have handled more effectively. In your response, explain the situation, the actions you took to understand and respond to the customer's needs, and how you worked with colleagues or other areas of the organisation to achieve a positive outcome. (300 words maximum)
2. Describe a time when you had to plan and prioritise your work to achieve important outcomes while responding to changing circumstances, competing demands or unexpected challenges. In your response, provide examples of how you:
   
   1. Identified priorities, planned your work and managed competing deadlines to achieve required outcomes.
   2. Demonstrated integrity, honesty, accountability and professionalism in your actions and decision-making.

What was the outcome of your actions, and what did you learn from the experience? (300 words maximum)

 

Applicants are encouraged to prepare their application materials independently. The selection panel values authentic and personally written responses that reflect your own experience, insights and alignment with the Department’s values and priorities.

 

Please refer to the Applicant’s Guide to Applying to assist you with your application.

 

If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education, click here for instructions on how to submit your application.

 

All other applicants please submit your application by clicking ‘Apply Now’.

 

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.

 

This is a child-related role. As a condition of employment you will be required to provide a valid Working with Children Check (WWCC) Clearance number (for paid employment). Visit the website for more information.

 

Candidates must have Australian work rights (citizens, permanent residents, New Zealand citizens or a valid work visa). Ongoing (permanent) roles are open to Australian citizens and permanent residents and New Zealand citizens, while temporary roles welcome applicants with a visa. 

 

Closing date: Monday, 16th of November at 11:59PM.

 

For role enquiries please contact Noeleen Alchinon on noeleen.alchin@det.nsw.edu.au and for recruitment process enquiries please contact Rajaa Nour on rajaa.nour1@det.nsw.edu.au

 

We welcome applications from people of all backgrounds, including but not limited to Aboriginal and/or Torres Strait Islander people, people of any age or gender, people from culturally and linguistically diverse groups and/or from the LGBTQIA+ community, veterans, refugees, people with disability, people with sensory differences, and neurodiverse people. If we can make some adjustments to our recruitment/interview process to better help you shine, please reach out to the contact person for this recruitment, details listed above. For more information, visit the NSW Department of Education’s Diversity, equity and inclusion webpage.

 

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