Service NSW Diversity Talent Pool - DSR

Service NSW Diversity targeted Talent Pool Role: Digital Service Representative (DSR) Role Grade: SNSW Grade 2/3 starting salary $64,375 per annum, plus superannuation and leave loading Location: Various Sydney M etro locations Join a workforce that reflects the communities we serve. This is a targeted employment opportunity under Service NSW’s diversity employment initiatives and in accordance with Rule 26 of the Government Sector Employment (GSE) Rules , to support increased workforce diversity . Applications are invited from people who identify as An Aboriginal per son or Torres Strait Islander, A person with disability , A person who, on or after 1 December 2015, enters or has entered Australia on a Refugee and Humanitarian (Migrant) (Class XB) visa issued by the Commonwealth Applicants must identify as belonging to one or more of these groups. If you do not meet these eligibility criteria, your application will not be considered. At Service NSW, we value diverse experiences, perspectives and talents. We encourage you to bring your authentic self, share your lived experience and build a rewarding career helping customers access the services they need. About the opportunity We are seeking applications for current and future Digital Service Representative (DSR) opportunities across Sydney. This recruitment will establish a talent pool for full-time, part-time, ongoing, temporary and casual vacancies across a range of Service NSW Centre locations. The Digital Service Representative (DSR) is an in-person customer service role based in a Service NSW Centre. As the first point of contact for customers using online technology, you will provide guidance and support to help increase the adoption of digital services and deliver positive digital customer experiences. Reasonable adjustments are available to support employees in performing the inherent requirements of the role. About You We're looking for people who are passionate about helping customers and creating positive experiences. You will thrive in this role if you: Enjoy assisting customers and delivering friendly, professional face -to -face service . Communicate clearly and confidently, adapting your approach to meet diverse customer needs. Are comfortable using technology and supporting others to build confidence with digital services. Can manage multiple tasks in a fast-paced environment while maintaining accuracy and attention to detail. Demonstrate resilience and professionalism when handling complex enquiries or challenging customer situations. Are committed to teamwork, continuous improvement, and following policies, privacy requirements and service standards. How to apply If you're excited about this opportunity, we'd love to hear from you. To apply, please submit : An up-to-date resume (maximum 4 pages) A cover letter (maximum 2 pages) outlining your interest in the role and demonstrating how your skills and experience align with the focus capabilities and essential requirements Your application should clearly highlight your suitability for the role and provide relevant examples of your skills, experience and achievements. As part of the assessment process, you will complete: An initial telephone call to assess your suitability. If successful you will be invited to complete online assessments and participate in an assessment centre. The assessment centre includes a multi-mini behavioural interview and role play If successful in the assessment centre, you will be required to complete pre-employment checks. Applications Close: Wednesday 19 August 2026 at 9:59am Further Information If you have questions about the role, contact [email removed] If you feel you may require an adjustment during the recruitment process, please contact Joy Lethieullier via [email removed] About Service NSW Service NSW makes it easier for people and businesses across NSW to access government services. Through our digital channels, contact centre and statewide network of service centres , we deliver simpler, faster and more accessible services for millions of customers every year. We are committed to creating an inclusive workplace and building a workforce that reflects the diverse communities we serve. Operating hours: In our Service Centres hours vary between locations. You can check the opening hours for each Service Centre here . Flexibility is required to work on a rotating roster between the Service Centre’s operational hours which may include Saturdays. 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. Part-time – minimum 14 hours per week - (Monday to Friday) Full-time – 70 hours per fortnight Hours are also subject to change based on the needs of the business.