Payment Support Officer - Service NSW

Job Description

Payment Support Officer SNSW Grade 5/6 2x Ongoing Full-Time Remuneration: $88,123 - $100,708 pa, plus superannuation and leave loading Location: Haymarket, Parramatta, or Gosford About the team: The Customer Payments Team is part of Enterprise, Risk and Enablement at Service NSW. The team is tasked with assessing, ensuring compliance, and providing payment support for grants, rebates, and vouchers for Service NSW. About the role: As the Payment Support Officer, you will: Provide timely, efficient, and accountable determinations on matters referred for assessment. Support and provide information to customers to assist with assessment. Assist with the supervision of a team, manage resources, and assist with escalated issues including complaints, correspondence, documentation, processing, and resolution to contribute to the effective operations of the business. Responsibilities: Responsibilities include undertaking assessment on matters referred to make accountable determinations to facilitate appropriate client/customer outcomes by applying relevant knowledge, legislation, regulations, and procedures; providing timely and accurate information and advice to customers on determination outcome of matters referred to ensure a positive customer experience; providing administrative services, responding to inquiries, and completing a range of processing activities with accuracy and efficiency to support quality customer service outcomes. To be successful in this role, you will need to have experience working in a dynamic fast-paced environment and have excellent written and verbal customer service skills. Someone who can balance the needs of supporting your customer, with adhering to the procedures and frameworks. Additionally, you will assist customers with a variety of complex issues, gather and analyze information to determine outcomes, and communicate these outcomes to the customers. It is essential to demonstrate empathy and strong problem-solving skills, as many customers will be facing challenging situations and experiencing stress and hardship. About you: Self-motivated who can work independently and as part of a team. Experience in customer service, either face-to-face or over the telephone. Experience in grants, rebates, and vouchers administration is preferable, but not necessary. Experience in supporting and/or leading a team is preferable, but not necessary. Experience using Salesforce and Genesys is preferable, but not necessary. Support office roles will be headquartered across McKell, Parramatta, and Gosford. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial, and customer requirements of the role, and an ability to attend a NSW Government workplace as required. At the point an employee is notified of our intention to assign them to a role, the relevant leader will discuss headquarter options. Salary Service NSW Grade 5/6, with the base salary for this role starting at $88,123 base plus superannuation. Click Here to access the Role Description. For enquiries relating to recruitment, please contact Justyna Klap via Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Wednesday, 19th February at 9:59am 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