Customer Care Specialist

Customer Care Specialist – Young Salary:SNSW Grade 5 - ($93,490 - $98,252 + Super) Location: Young NSW Employment Type: Temporary Full-time till 30th June 2027. Please note: This recruitment will be used to fill this specific role or create a talent pool for these specific locations (including the immediate surrounding area). Essential requirements: Valid Driver’s License - Ability to travel across NSW, including metro, remote and regional locations. Be NSW residents or willing to relocate. Hold appropriate working rights for the type of employment offered About the role As part of a dedicated and supportive team, you'll be the first point of contact for customers seeking assistance during times of crisis and recovery. You'll take the time to understand each person's circumstances, provide tailored information and guide them through available support options. Working with people from diverse backgrounds, cultures and life experiences, you'll confidently navigate a range of situations, from straightforward enquiries through to complex and emotionally sensitive conversations. What success looks like: Success in this role is about creating positive outcomes while delivering compassionate and professional support. A successful candidate can: Help customers feel heard, supported and informed, even during difficult conversations Balance empathy with action, ensuring customers are connected to the right assistance as quickly as possible Remain calm, resilient and solution-focused in a fast-paced and changing environment Confidently manage complex enquiries while maintaining professionalism and confidentiality Build trust with customers from diverse backgrounds and communication needs Contribute positively to your team and support a culture of collaboration and continuous improvement What you’ll bring We're looking for people who genuinely care about others and are motivated by making a difference in their community. You'll bring: Exceptional communication and active listening skills A compassionate and empathetic approach to customer service The ability to build rapport quickly with people from diverse backgrounds Strong resilience and emotional maturity when handling sensitive or distressing situations Sound judgement and problem-solving skills Confidence using technology and navigating multiple systems The ability to adapt to changing priorities and customer needs A commitment to delivering high-quality customer outcomes Highly regarded experience includes: Supporting vulnerable, disadvantaged or at-risk individuals Customer service within community services, health, government, insurance, financial services, emergency assistance or contact centre environments Working with people who have experienced trauma or challenging life circumstances Assisting customers where English may be a second language Managing complex cases that require patience, professionalism and attention to detail What we need from you An up-to-date CV (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how your skills, knowledge, and experience align with the requirements of the role. In your cover letter, please address the targeted questions below, explain your motivation for applying, and highlight the skills and experience most relevant to the position. Can you describe a time when you supported a customer, client or community member who was experiencing significant stress, hardship or vulnerability? What was the situation, how did you approach the conversation, and what was the outcome? Hours of work Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here . 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 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. Why Join Service NSW? At Service NSW, we're committed to creating better experiences for our customers and our people. You'll join an organisation that values leadership, innovation, collaboration and continuous improvement. Closing Date: Friday 7th August @ 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. About Service NSW Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork. 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.