Customer Service Representative

About the opportunity If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast‑paced environment, this could be the right role for you. You will deliver exceptional customer service through provision of driver license tests and other Agency Customer Service delivery priorities in line with organisational and compliance requirements. To find out more about being a Customer Service Representative-Driver Tester, click here to access the Role Description. Key accountabilities Provide timely, high quality customer service, which is consistent with Agency values and DNA, to deliver a positive customer experience. Conduct driving tests and advise applicants of the outcome, including relevant details of performance and deficiencies in accordance with established Agency standards. Establish effective customer relationships through quickly establishing rapport, understanding different customer needs, drivers and motivations and modifying approach to facilitate a positive customer experience. Identify and mitigate risks to ensure optimal road safety to customers and the broader community. Review quality control strategies and practices and exercise informed judgement in line with legislation, and Agency policies and procedures to ensure accurate application and defensible decisions. Provide a range of administrative and support services to meet business needs using relevant systems and reference materials. Contribute continuous improvement, including the identification of opportunities to improve the efficiency of work processes and the implementation of changes in the workplace that support organisational and government objectives and improve customer experience. Additional job specific essential requirements for this role An unrestricted Australian driver licence for the preceding three years (excluding a provisional or learners’ licence) A satisfactory driving record. Your traffic record will be verified during the recruitment process. Ability to proficiently drive a manual vehicle. You will be required to pass a 90 question Driver Knowledge Test and supply a manual vehicle to complete a Manual Practical Driving Test. Due to the safety requirements of this role, an offer of ongoing employment is contingent on your ability to successfully complete the provided driver testing training. Hours of work Part‑time – minimum 40 hours per fortnight Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays. We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business. Salary Service NSW Grade 5 - base salary for this role ranges between $84,734 - $89,050 pro‑rata, plus employer’s contribution to superannuation and annual leave loading. Closing Date: Monday 26 February 2024 at 9 : 59am Service NSW uses multi‑staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check. Our customer‑centric solution offers simpler and faster access to government transactions through our digital channels, a 24 / 7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions. Further Information The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programmes in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset. Our Commitment to Diversity, Inclusion & Flexibility We are committed to diversity, inclusion, and new ways of working. The Department of Customer Service serves all the people of NSW and we want to reflect that diversity in our people. We welcome and encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, carers, refugees, people in regional NSW and people of all ages. We strive to be an inclusive workplace where all our people can bring their authentic selves to work without judgement. We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible. #J-18808-Ljbffr