Office of the Children’s Guardian
Senior Customer Service Officer – Working with Children Check
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Exciting opportunity to make a real impact in shaping the future of the Office of the Children's Guardian.
- Join our high performing Working With Children Check Directorate, a dedicated team who play a key role in keeping children safe in NSW.
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A supportive and collaborative team culture with learning and development opportunities and various health and wellbeing programs.
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Full-time temporary 12-month role opportunity located at Strawberry Hills with hybrid / flexible working arrangements.
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Clerk Grade 5/6: $102,936 – $113,579 (plus employer's contribution to superannuation and annual leave loading).
About the Office of Children’s Guardian
The Office of the Children’s Guardian (OCG) upholds NSW children and young people’s right to be safe by overseeing, regulating and monitoring organisations and individuals that provide services to children. We are guided by our values of integrity, trust, service, accountability, respect and empathy.
To about the Office of the Children’s Guardian, visit our website.
About the directorate
Working With Children Check Operations is committed to providing a high level of service in the administration of the Check. The Directorate has experienced significant growth and ongoing continuous improvement initiatives which have helped establish the NSW WWCC Scheme as a leading child-related screening program. The team comprises Customer Service, Records Review and Risk Assessment functions. Together, we administer the Working With Children Check.
About the role
The Senior Customer Service Officer is responsible for providing customer service support to applicants relating to the Working With Children Check (WWCC). The role assists the Customer Service team through higher level administrative support activities and acts as an escalation point for complex customer enquiries.
We are seeking a motivated and customer-focused professional to:
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Respond to escalated and more complex WWCC enquiries by telephone and email. Provide accurate, customer-focused advice and information relating to the WWCC.
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Coordinate and maintain records and databases to ensure information is accurate, secure and accessible.
- Develop, implement and monitor office systems, procedures and methods.
- Support, mentor and train team members as required.
Assist the Customer Service Coordinator and broader WWCC teams in delivering business outcomes.
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To be successful in this role, we are seeking a person with:
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Experience providing high-level customer service.
- Experience in an administrative, regulatory or customer service environment would be highly regarded.
- Strong written and verbal communication skills.
Demonstrated ability to manage complex enquiries while maintaining confidentiality and attention to detail.
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Essential Requirements
- Employment at the Office of the Children's Guardian is subject to satisfactory security and vetting checks.
- All roles associated with the Office of the Children's Guardian require a current NSW Working With Children Check.
For further information about the role, please view the role description.
Our commitment to Diversity
We welcome and encourage applications from people across our diverse community, especially from Aboriginal and Torres Strait Islander applicants. We believe everyone has the right to feel safe, respected, valued and heard regardless of their gender, sexual orientation, ethnicity or disability.
The OCG encourages applications from people with disability and will provide reasonable adjustments in our recruitment processes and in the workplace.
If you require an adjustment in the recruitment process, please contact the OCG People and Culture team on (0 8219 3661 or
[email protected] and advise of your preferred method of communication.
How to apply
When applying you will need to attach a cover letter (maximum 2 pages) which also addresses the two targeted questions below and an up-to-date resume (maximum 4 pages) in either Word or PDF format.
We are looking for you to demonstrate your competence in the focus capabilities as outlined in the role description, so please develop your response with this in mind.
Targeted questions
- Describe a time you managed a complex customer enquiry or complaint. What actions did you take and what was the outcome?
- Describe a situation where you identified an opportunity to improve a process or service. What was your approach and what benefits were achieved?
Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role.
We encourage you to please call or email our contact Vanessa Hanshaw, Coordinator – Customer Service WWCC on 02 8219 3763 or
[email protected] to discuss the role.
Applications closing date: Monday 17 August 2026 at 10:00am
A talent pool may be created through this recruitment process. A talent 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.
