Customer Care Advisor

Job Description

Customer Care Advisor NSW Fair Trading – Customer Care, Intake and Triage Grade: Clerk Grade 7/8Salary range: $110,266 – $122,058 + superannuation and leave loadingDuration: Ongoing x2 rolesApplications Close: Friday 14th March 2025 (9:59am)Location: Parramatta, Gosford, Newcastle or suitable regional location, subject to office capacity. Office attendance required 2 –3 days per week.About the team An exciting opportunity has become available for a Customer Care Advisor to become part of a newly created team within Issues Resolution.The establishment of the Customer Care, Intake and Triage team is designed to deliver on our key strategic priorities and will play an integral role in delivering clear and customer-centric services.About the role The Customer Care Advisor will support further and ongoing improvement in the handling of customer complaints, provide support for Ministerial and Executive matters, review and provide guidance on complex escalated matters, engage with stakeholders to support the delivery of frontline services to customers and draw insights from feedback that can be used to improve the customer experience.This is a rare and exciting opportunity to be involved in the establishment of this new, integral team.To be successful in this role you will demonstrate: Strong customer service experience with specific experience working with operational/frontline teams to provide exceptional customer service. Resilience and the ability to manage competing priorities while dealing with a diverse range of complex matters in a high volume, sensitive, customer focused environment. Experience in a regulatory environment and the ability to research, interpret and apply policy and legislation, and recommendations on operating procedures and legislative reform. Experience building and maintaining collaborative relationships with key stakeholders focused on strong engagement, sharing insights and recognition to drive improvements. Experience providing specialist advice, constructive feedback, sharing techniques and skills to deliver a high-quality service and an enhanced customer experience. Strong attention to detail, written and verbal communication skills and confident presentation skills. What we need from you Please submit your resume of no more than 5 pages, including a cover letter of no more than 2 pages, sharing your motivation for applying for the position and demonstrating your capability and relevant skills. Salary Grade 7/8, with the base salary for this role starting at 110,266 base plus superannuation. Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. 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.You can view our full diversity and inclusion statement here .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 alternate format of the application form) please contact or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process #J-18808-Ljbffr