Service Advisor

Drive service excellence and support safer workplaces across NSW Clerk Grade 7/8 with a salary range of $113,574 - $125,720 Ongoing roles based in Parramatta or Gosford Application Window Due to the Christmas shutdown period, the Talent Team will be unavailable to respond to queries from 25 December 2025 to 9 January 2026. Additionally, system upgrades will occur during this time, and applications cannot be submitted for this role and will be unavailable between 24 and 25 December 2025. If you experience technical difficulties during this period, please email and we will endeavour to respond upon return. 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. SafeWork NSW has just transformed to become a modern, strong and independent Work Health and Safety Regulator. About the role The Service Advisor is a key member of the Regulatory Services inbound customer contact centre team at SafeWork NSW. This role focuses on delivering high‑quality customer service and operational support to ensure consistent, accurate, and timely service aligned with SafeWork standards. In this newly created role, you will be joining an enthusiastic team of dedicated, specialist customer service professionals who are multi‑skilled, flexible, resilient and highly collaborative. Responsibilities Assist in managing service volumes and prioritising tasks to maintain efficiency. Monitor calls, conduct audits, and perform compliance checks to uphold service standards. Support the development and delivery of training to build team capability. Identify service challenges and recommend solutions to enhance customer experience and operational effectiveness. Manage complex or sensitive enquiries and ensure they are resolved in line with protocols. Report, track service trends and customer feedback to inform continuous improvement initiatives. About You We're looking for someone who is a team player, thrives in a dynamic environment and is committed to delivering outstanding customer experiences. Ideal Candidate Strong communication and stakeholder engagement skills. A proactive approach to problem solving and process improvement. Ability to assimilate complex legislative subject matter and design and deliver accurate, clear and digestible training. Ability to manage competing priorities and adapt to change. Experience in customer service, quality assurance, or training support, with regulatory or contact centre environments highly desirable. Hybrid Working Model SafeWork Regulatory Services currently employs a hybrid working model that includes designated office attendance days (primarily) and remote work, which will evolve in line with departmental office attendance policies, along with agreed flexible work options. How to apply Click 'Apply Online' to access our application portal and submit your application. Your application should include a brief cover letter and resume outlining your capabilities and experience relevant to the role. Application closing date Monday, 5 January 2026 (9:59 AM) Recruitment process enquiries For enquiries relating to the recruitment process, please contact Natalie Caruana at . 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. 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 alternative format of the application form) please contact Natalie Caruana at . Additional Information 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. #J-18808-Ljbffr