Senior Customer Service Officer

Shape Better Experiences for Communities Across NSW Senior Customer Service OfficerTemporary Full Time Opportunity up to 30 June 2028Office location - Newcastle/Nowra/Dubbo. Salary ranges from $102,936 - $113,579 plus super
We are seeking an experienced and highly motivated Senior Customer Service Officer to play a pivotal role in delivering exceptional customer experiences, driving service improvements, and supporting the effective administration of Crown Reserve matters. 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 RoleAs a Senior Customer Service Officer, you will be the trusted point of contact for complex enquiries and reserve administration matters, providing expert advice, building strong stakeholder relationships, and ensuring timely and accurate service delivery. You'll bring a proactive mindset, strong initiative, and the ability to work independently while contributing to a collaborative, customer-centric team environment. What You'll Be DoingDeliver high-quality customer service and reserve administration activities, ensuring objectives, targets, and service standards are achieved.Provide timely, accurate, and practical advice to management, stakeholders, and customers regarding complex Crown Reserve matters.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 YouWe're 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. You'll 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 usThe 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 usIf 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 19th August 2026 Should you require further information about the role please contact Shona Smith via shona.smith@crownland.nsw.gov.au A talent 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. 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 talent.acquisition@dpie.nsw.gov.au or (02) 63637676 - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'. Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career Pathways team for a yarn. 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. This role is subject to standard pre-employment checks, including a criminal record check.