Together we shape thriving communities, public spaces, places and economies.

• Drive Customer Excellence in a Fast-Paced Digital Environment
• Temporary full-time opportunity to Oct 2026
• Office location – Parramatta
• Salary relative to experience and ranges from $110,266.00 to $122,058.00

What’s in it for me?

Join our team for a fantastic culture with dynamic collaboration and genuine long-term career support. We offer flexibility in work arrangements, diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed.

The role

Join the Department of Planning, Housing and Infrastructure (DPHI) as a Senior Customer Support Officer and play a pivotal role in delivering high-quality service across our digital platforms. This role is central to supporting customers using the NSW Planning Portal and website, with a strong focus on resolving escalated issues, guiding internal teams, and ensuring efficient and meaningful interactions. You'll be a trusted source of advice and expertise, helping to improve both internal operations and the customer journey.

In this role, you’ll provide informed, timely assistance to customers and colleagues, manage records and systems accurately, and contribute to continuous service improvement. It is a role that blends frontline service with behind-the-scenes coordination — perfect for someone who enjoys variety, solving problems, and being a trusted go-to person for both customers and colleagues.

For more information read the full Role Description: Senior Customer Support Officer

What you will bring to the role

• Experience working in a contact centre or customer support role, handling a high volume of enquiries across multiple channels (phone, email, online).
• A strong understanding of how to support daily team operations, including escalations, customer follow-ups, and coaching newer team members.
• Experience or interest in reporting and data tools like Power BI to support service improvements and insights.
• Solid administrative skills, including record management, database updates, and tracking service activity accurately.
• Confidence in handling sensitive or challenging enquiries with professionalism, empathy, and clear communication.
• Ability to manage competing tasks, prioritise effectively, and stay flexible in a fast-paced work environment.
• A team-focused mindset, with a willingness to mentor colleagues, contribute ideas, and support ongoing improvement initiatives.

Essential requirements

• Relevant qualifications or work experience in a customer service / support focused role.
• An understanding and experience in a call centre type environment and high volume inbound and outbound calls.

About us

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities. 

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

Join us

If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close Tuesday, 22 July 2025 at 11:55pm. Should you require further information about the role please contact Liam Alagh, Manager Customer Service on liam.alagh@dpie.nsw.gov.au.

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working Visa for the duration of the appointment. 

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au or (02) 63637676 - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn