Senior Client Service Officer

Senior Service Client Officer

Strategy & Governance – Corrective Services Support Line

Location: Parramatta

Position Type: Ongoing Permanent, Full-Time

Salary: Clerk Grade 5/6: $93,295 - $102,941 pa + superannuation + annual leave loading

Your role

Provide a timely, high quality, trauma informed complaints management service for inmates in all NSW Correctional Centre and Transitional Centres including recording and referral of complaints and enquiries from the Corrective Services Support Line (CSSL) and the Sexual Misconduct Reporting Line (SMRL) to appropriate areas within Corrective Services NSW (CSNSW) and other agencies.

What you’ll do

• Train and support Client Services Officers for effective service delivery.
• Build positive relationships with stakeholders and maintain professionalism.
• Record, resolve, and escalate customer complaints, as needed.
• Conduct system searches, manage data, and analyse information.
• Ensure compliance with privacy and legislative requirements.
• Contribute to policy and process improvements.
• Stay updated on CSNSW operations and custodial environments.
• Handle complaints from volatile individuals with professionalism.
• Respond compassionately to sensitive disclosures, including sexual assault reports.

What we’re looking for

• Experience in working in a high performing team in a customer focused organisation and demonstrated understanding of legislation that’s relevant to Corrective Services NSW functions.
• Have strong communication and collaboration skills.
• Ability to work independently and demonstrated problem solving skills to resolve different issues as they arise. 
• Time management skills, with the ability to prioritise competing interests and deadlines.

Essential Requirements

The CSSL and SMRL operate from 7:30am to 5:00pm Monday to Friday (excluding public holidays). The Senior Client Service Officer must be willing to work across these operational hours.

Download the role description.

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To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment
• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities
• Health & Wellbeing and Employee Assistance Programs.

Want more information?  Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) (are we our own department now?) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).

Applications close: Friday, 3rd January 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager, please call Vebe Simmons – Team leader via email:  Vebe.Simmons@dcj.nsw.gov.au

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Tamara Duffy on 0482 665 139 or via email Tamara.Duffy@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Your recruitment journey on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/