Customer Concierge Operator
SNSW Clerk Grade 2- starting annual salary $62,500 plus superannuation and leave loading
Contact Centre Locations: Gosford, Newcastle, Maitland
What we’re looking for:
We’re seeking people who are passionate about helping others and thrive in a contact centre environment. You don’t need public sector experience — we’ll provide training.
About the role
As a Contact Centre Customer Concierge Operator, you’ll be the first point of contact for customers, delivering accurate, timely and friendly support across multiple channels. You’ll handle a high volume of enquiries, provide information and advice, resolve complaints where possible, and ensure every customer interaction reflects Service NSW values.
This is a fast‑paced role where your ability to stay calm, resilient and customer‑focused will be key to success.
What you’ll be doing
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Responding to high‑volume inbound customer enquiries via phone and other digital channels
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Providing accurate advice and information across a broad range of NSW Government services
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Resolving customer issues and complaints, including complex or escalated matters
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Recording and updating customer information accurately across multiple systems
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Delivering service in line with quality standards, KPIs and legislative requirements
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Working collaboratively with your team to continuously improve customer experience
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Maintaining professionalism, resilience and empathy in challenging conversations
You’ll bring:
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Proven customer service experience, ideally in a contact centre or high‑volume service environment
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Strong verbal and written communication skills, with the ability to explain information clearly
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Confidence using multiple computer systems and technology simultaneously
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The ability to manage challenging conversations with professionalism and empathy
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Strong attention to detail and commitment to accuracy
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Resilience, adaptability and a positive team mindset
About Service NSW
Service NSW makes it easier to access government services for people and businesses across NSW.
At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW.
Operating hours:
In our Contact Centres we have rotating shifts - Monday to Friday between 7am-7pm. Some areas operate with extended operational hours between 6am-10pm Monday-Sunday including public holidays.
The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.
Full time: 70 hours per fortnight & part time: minimum 40 hours per fortnight.
We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.
What we offer
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Personal development – excellent development opportunities for someone ready for the next step in their career! Excellent career growth and learning development opportunities.
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Access to health and well-being programs - Including Fitness Passport and EAP (Employee Assistant Program) - Wellbeing programs and resources available
How to apply
Please submit your resume and cover letter that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).
Closing Date: 12 June 2026 at 9:59am
Please note: This recruitment will be used to create a talent pool for these specific locations only. Service NSW uses a multi‑stage, merit‑based recruitment process in line with the Government Sector Employment Act 2013, with shortlisted candidates progressing to interview. Depending on application volume, this process may take 12 weeks or longer. Any offer of employment is subject to a satisfactory national criminal record check.
This role has been advertised externally, and a talent pool may be created for any temporary or ongoing opportunities that arise over the next 18 months.
