Federation Council

Service NSW Officer

Based in Corowa

• Part time - 40.5 hours per fortnight
• Work 3 days per week (Monday to Wednesday)
• Exciting opportunity to work in Service NSW
• Successful candidate must commit to immediate start
• We encourage you to apply early, as rolling interviews will commence before the closing date

The opportunity

We are seeking applications for a customer focused individual to join our Corowa based Service NSW Team in the role of Service NSW Officer.  Service NSW is making it easier for people and businesses across NSW to access government services. The Service NSW Officer will provide efficient and courteous Customer Services to the community.

This is an exciting opportunity to become part of a supportive and family-friendly organisation focused on the delivery of excellent customer service.

Success in this role requires:

• Delivering outstanding customer service through clear communication and attention to detail.
• Utilising intermediate computer skills across various operating systems.
• The ability to handle complex inquiries and adapt to diverse scenarios.
• A strong understanding of confidential information handling, adhering to organizational and legal standards.
• Collaborative teamwork skills to deliver outstanding customer service.
• A commitment to continuous learning and staying up to date with policy and procedural changes.

This role presents key challenges including:

• Operating effectively in a high-pressure, high-volume environment.
• Maintaining composure and resilience when handling difficult interactions and diverse customer needs.
• Providing seamless, expert assistance in response to evolving situations.
• Consistently managing customer expectations and delivering results.

The hours of work are 9:15am to 4:45pm with 45-minute lunch break, 3 days per week on Monday, Tuesday and Wednesday.  Total hours being 20.25 hours per week.

Please note: From time to time you may be required to work additional hours to cover staff absences and training.

Criteria

• Demonstrated extensive experience in delivering exceptional customer service within diverse environments, including effectively managing challenging interactions.
• Demonstrated ability to learn and adapt to new systems and procedures quickly.
• Demonstrated history of showing initiative in solving problems, improving methods and productivity and ability to seek guidance where required.
• Excellent interpersonal and communication skills, demonstrating empathy and patience when interacting with diverse individuals.
• Demonstrated experience in cash receipting, cash handling and banking procedures.

Essential Training

This position requires the incumbent to participate in an intensive 5-week Service NSW training program. This program is delivered at a location outside of the Federation Council region as well as onsite in Corowa throughout May 2025, and will require the incumbent to work full time hours (5 days per week) temporarily whilst undertaking this training program. A commitment to completing the off-site training is essential.

What we offer

• An opportunity for you to grow and develop your skills.
• The opportunity to explore a diversity of career paths.
• Long service leave entitlements after 5 years service.

The appointment will be in accordance with the Local Government (State) Award and Council’s policies and conditions of employment.  The wages for this position commence at $36.21 per hour which is Grade 12 in our salary system.

How to find out more

To find out more about this opportunity you can contact Kristie Richey, Manager IT and Customer Service or our Human Resources team on P:02 6033 8999.