Customer Service Advisor
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Empowering safer workplaces by delivering expert frontline advice and support that helps workers and businesses understand and act on their responsibilities.
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Clerk Grade 5/6, starting salary $99,938 plus super
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Temporary, up to 12 months, based in Gosford
About us
SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities.
About the role:
The Customer Service Advisor role is a part of the SafeWork NSW Regulatory Services team, which provide specialist inbound customer contact support. Focusing on minimising work health and safety (WHS) harm by informing, guiding and engaging with workers, business and the community to be able to understand and best exercise their rights and responsibilities.
This role works to a rostered work pattern, scheduled within business hours. Responsibilities include but are not limited to;
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Deliver high quality, consistent, personalised customer service and business outcomes
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Build expertise, maintain currency and apply WHS knowledge, legislation, & procedures to capture complaints and reports of serious worker injuries and respond to diverse, complex WHS enquiries
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Create and maintain effective, accurate records and ensure adherence to policies and procedures for working with information, triage, resolution, referral, & escalation upwards
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Use strong interpersonal and communication skills to actively listen, ask thoughtful questions, and sensitively obtain accurate information, ensuring customers feel heard, respected, and supported throughout every interaction.
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Establish and maintain effective internal relationships
To learn more about the role, please
About You:
Our ideal candidate will;
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Accurately interpret and explain complex information to provide prompt regulatory advice.
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Apply excellent verbal and written communication skills to articulate specialised information to variety of stakeholders including culturally and linguistically diverse (CALD) customers.
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Communicate with empathy and professionalism, using active listening and initiative to handle complex and sensitive customer interactions effectively.
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Navigate multiple information systems simultaneously to accurately research and capture information.
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Maintain attention to detail.
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Proactively handle competing priorities with maturity.
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Enjoy working in a highly cooperative, supportive & customer-focused team.
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Thrive in a dynamic, high-volume contact centre environment.
How to apply:
Click ‘Apply Online’ to access our application portal and submit your application. Your application should include a cover letter (no more than 2 pages) and resume (no more than 5 pages) outlining your capabilities and experience relevant to the role.
Application closing date: Monday 22nd June 2026 (9:59AM)
For enquiries relating to the recruitment process, please contact Tayla Gibbs at
[email protected]
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 want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Tayla Gibbs at
[email protected]
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
A talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months.
