• Full Time Ongoing Opportunity
• Location: Orange
• Clerk grade 3/4 salary starting from $82,193 plus super and leave loading

Diversity, equity and inclusion are central to the Department of Primary Industries and Regional Development. We are committed to fostering a workplace where everyone can thrive, reflecting the rich diversity of the communities we serve. Learn more about the benefits of joining our diverse and talented DPIRD team.

About the Role

The Senior Customer Service Officer provides a customer-facing information and licence processing service, in a call centre environment, for the DPIRD Forestry and Hunting Regulation Unit. It also provides guidance to Customer Service Officers and leads audit and probity assessments for the DPIRD Forestry and Hunting Regulation Unit.

About You
As our ideal candidate, you will have:

• Experience in providing customer service, ideally in a customer service hub or similar environment
• Demonstrated ability to show initiative in developing work plans, improvements to processes and identifying risks
• Confidence guiding and supporting team members
• Strong organisational and administrative skills
• Ability to interpret and apply regulatory documents, guidelines, policies or procedures
• Experience supporting community or education initiatives
• Clear written communication skills, including responding to enquiries
• An eye for detail when checking information or completing audits
• Contributing to a positive and collaborative team environment

Key accountabilities

• Provide a customer facing information service in a call centre environment, resolving routine requests for information and escalating enquiries to the appropriate officer
• Provide guidance to Customer Service Officers on delivery of customer focused information and licence processing
• Undertake administrative tasks including, but not limited to updating records and databases, processing and registering licence applications, cash receipting and daily cash reconciliation
• Ensure information provided to customers is current and in accordance with legislative requirements, policies procedures and guidelines
• Contributing to education and community communication project by processing and mailing out information material as directed
• Providing accurate and timely responses to email enquiries using template responses
• Coordinate game hunting licence probity and audit assessments to ensure that legislative provisions are met

About the Team

The DPIRD Forestry and Hunting Regulation Unit oversees the administration and regulation of forestry operations and recreational hunting activities in New South Wales. The team ensures compliance with legislation, provides licensing and information and education services to the NSW Game Hunting Licence holders

Applying is easy!
Submit your current Resume (max 2 pages) and a Cover Letter (max 1 page) outlining your relevant skills and experience, and why you’re our ideal candidate.

If you’d like to know more about the role, please click here to view the role description.

For a confidential discussion about this opportunity, please contact Julia Gardiner, Coordinator Customer Service and Licensing, Julia.gardiner@dpird.nsw.gov.au, 0409 489 648

Applications close: Sunday 27th July 2025 at 11:55pm

If you require adjustments in completing your application, interviewing, completing any pre- employment testing, require information in an alternative format, or otherwise participating in the recruitment process, please let us know so we can assist. Send an email to talent.advisory@dpird.nsw.gov.au or contact the hiring manager listed above for a confidential discussion.

About us

The New South Wales Department of Primary Industries and Regional Development (DPIRD) protects, supports and develops primary industries and regional economies.

Collectively we support strong and sustainable agriculture, forestry, fishing and mining industries, and regional economies. We actively manage our natural assets: our lands and soils, minerals, waterways and oceans, vegetation and forests. 

The department brings together: 

• Local Land Services
• NSW Resources
• Agriculture and Biosecurity
• Fisheries and Forestry
• Regional Development and Delivery.

With nearly 5,000 employees, and 75 per cent of the DPIRD team living and working in regional NSW, we are embedded in the regions we serve.