Middle Office Customer Services Officer

at Service NSW
Published April 20, 2020
Location Sydney, Australia
Category Customer Service  
Job Type Full-time  
Salary
$61554 - $75064 p.a

Description

Middle Office Customer Services Officer Service NSW location Sydney. Salary $61554 - $75064 p.a.

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 more than 50 agencies to offer in excess of 1,000 NSW Government transactions including driver licences, vehicle registration renewals, applications for birth certificates, Senior Cards, Housing NSW payments, fines, contractor licences and many more.

Your remuneration SNSW Grade 3/4- The package includes the base salary range of ($61,554 - $75,064), plus employer's contribution to superannuation and annual leave loading.

Opportunity you will be responsible for delivering transactional services that provide timely, accurate and efficient information and assistance to NSW customers, ensuring high levels of customer service delivery and the provision of a quality customer experience which is easy, convenient and as secure as possible. You will utilise your expert specialist knowledge to deliver a courteous, accurate and efficient resolution to customer enquiries through a range of communication methods.

Key accountabilities operate the telephony and other communication systems alongside complex agency-specific technology systems with accuracy and efficiency.

Provide timely, high quality customer service to customers consistent with Service NSW vision, mission and values, as assessed by internal reviews and customer feedback. Utilise expert specialist knowledge to deliver a courteous, accurate and efficient resolution to customer enquiries through a range of communication methods. Demonstrated experience in providing valued service to customers.

Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information. Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority. Liaise with agencies regarding the referral of complex enquiries and transactions. Acknowledge, resolve and record customer complaints and escalate any unresolved issues.

Undertake comprehensive system searches, input and extract data using available computer systems. Perform work as required in line with capabilities to contribute to the success of Service NSW objectives. Provide expert assistance to resolve enquiries, update records and complete transactions for complex contact centre specialist agency services. Contribute to the integrity of transaction fulfilment and records management by accurately creating, updating and maintaining Service NSW and agency-specific customer, interaction and transaction records.

Contribute to continuous improvement initiatives through new ideas and identify improvement opportunities to enhance the efficiency of work processes. Deliver expert specialist assistance across both basic and complex agencies and campaigns.Accept enquiries across multiple skill types simultaneously, providing seamless transition from one enquiry type to another.