P&C Contact Centre Support Officer
Clerk Grade: 03/04
Salary Range: $87,199 - $95,482 + super
Employment Type: Ongoing, Full-time
Location: Hybrid role with a home base of Parramatta os Gosford with regular weekly office attendance
This role sits within the People & Culture Contact Centre Team within the People & Culture Division
About the team:
Within DCS, our People & Culture team supports over 12,000 employees across multiple agencies, all working together to deliver on our vision of making NSW a safer, fairer, easier and more productive place to live and work.
Our People & Culture team is dedicated to creating a positive employee experience, empowering the business to succeed, and driving new ways of working through innovation and collaborative people practices.
The People & Culture Contact Centre team are the front door to the People & Culture team, supporting DCS employees and leaders by providing general P&C advice and support across a range of enquiries.
If you thrive in a fast-paced environment and are passionate about delivering outstanding customer experiences, apply now to join our team!
Your day-to-day:
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Responding to internal enquiries promptly and professionally across multiple communication channels.
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Triages and manage a high-volume inbox and P&C Hotline, prioritising competing requests.
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Delivering accurate and consistent information on DCS People & Culture services in accordance with legislative and organisational policies and standards.
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Resolving customer issues efficiently, while maintaining a strong focus on delivering excellent customer satisfaction.
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Keeping up to date with organisational policies and procedures to effectively manage and escalate enquiries as needed.
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Ensuring compliance with privacy regulations and maintaining confidentiality and integrity of information to support positive service outcomes.
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Contributing to ongoing improvements in service delivery through innovative ideas and process enhancements.
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Handling escalations and collaborating with People & Culture subject matter experts to achieve effective resolutions for DCS employees.
To be successful in this role you will possess:
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Demonstrated experience in a customer service environment or within a People and Culture Contact Centre
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Previous experience managing a high-volume inbox
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A customer centric and people centric mindset
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Sound written and verbal communication skills
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Be able to work on a rotating roster covering the span of hours from 8am to 5pm Monday to Friday
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Great organisational & time management skills
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Demonstrated proficiency in MS Office suite. Experience in using HRIS / Payroll systems such as SAP HR would be advantageous
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Enthusiasm, resilience, and energy to thrive in a fast-paced environment
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Strong ethics and values that align to our customer service driven culture
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Working knowledge of HR best practice is advantageous.
Please submit your application by clicking "Apply Now" with your resume and a cover letter outlining how your skills and experience align to the role and focus capabilities.
Any questions about the role, reach out to Sami Moore, P&C Contact Centre Coordinator at
[email protected]Salary Grade 03/04, with the base salary for this role starting at $87199 base plus superannuation
For enquiries relating to recruitment please contact Rodrigo Sandoval via
[email protected].
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: Wednesday, July 22nd, 2026 at 10:00 am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or
[email protected].
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
