Customer Contact Team Operator

      Customer Contact Team Operator

• 1 x Full-time temporary position up to six months with the possibility of extension. 35 hours per week.
• Location: Sydney CBD. Flexible and hybrid working options available.
• Clerk Grade: 1/2. Base salary $73,522 p.a. to $79,931 p.a. plus superannuation and annual leave loading.
• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.

About us

At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

Our commitment to diversity

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.

About the team

The Customer Experience division provides a wide range of specialist support across NSW Trustee and Guardian divisions including customer advocacy support, service design, business development, marketing, brand, communications, and media services.

About the role

We are hiring a new full time Customer Contact Team Operator to join our team within the Customer Experience Division. If you are a seasoned call centre operator who loves helping people, we need you to be the first point of contact for our diverse and often vulnerable customers. 

You will be responsible for providing quality and timely services to customers, stakeholders, service providers and members of the public. You will demonstrate exemplary and professional customer service that align with our Customer Excellence Principles and ensure you meet service level agreements.

The role involves managing high volume of enquiries and effectively triaging callers. This includes prioritising and directing calls based on their urgency and relevance, ensuring each enquiry is addressed promptly.

 For more information about the position, view the role description.

About you

The ideal candidate will possess the following skills and attributes:

• Previous experience working in a high-volume customer focussed call/contact centre and using computerised switchboards or similar systems
• A strong communicator and able to understand customer needs and direct accordingly
• Display exemplary customer service to a diverse range of diverse customer groups and external stakeholders
• Can build rapport and relationships with a wide range of customers and colleagues
• Are self-motivated, and can work independently to meet KPI's
• Can manage competing priorities whilst staying focussed on achieving our goals

Sound like you? We would love to hear from you!

Essential requirements  

• Experience in the use of computerised switchboards.
• Ability to meet switchboard operational hours, for the provision of NSW Trustee and Guardian services for internal and external customers, between 8:30am and 5:00pm, Monday to Friday.

What we offer

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities
• access to Fitness Passport and employee assistance program, and annual flu vaccinations

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

How to apply

To apply for this role:

• Complete the online application
• Submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability

Read: writing your job application for tips with the application process.

Closing date

Applications close: 11:59pm, Monday 21st April 2025

For enquiries about the role, please contact Renee Parker, Acting CCT Supervisor via email on renee.parker@tag.nsw.gov.au

For enquiries about the recruitment process, please contact Hina Maudarbocus Talent Advisor on hina.maudarbocus@tag.nsw.gov.au.

Please do not send your applications directly via email or LinkedIn. Only applications submitted via the online portal will be accepted. 

Please note:

• If you need an adjustment in the recruitment process, please contact People and Culture via email at peopleandculture@tag.nsw.gov.au
• Offers of employment will be subject to reference checks and relevant clearances.

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