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

• Excel in a fast-paced environment while providing top-notch customer support 

• Temporary full-time opportunity (up to two years) with possibility of ongoing work in the future 

• Office location – Parramatta-based role with flexible working supported 

• Salary relative to experience and ranges from $97,027.00 to $107,059.00 plus super 

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 

As a Customer Care & Support Officer for the Department of Planning, Housing & Infrastructure (DPHI), your primary focus will be to manage high-volume calls and enquiries, resolving customer concerns and offering guidance under pressure. You'll ensure users can navigate the portal effectively while adhering to legislative requirements. By triaging and investigating enquiries, you'll escalate complex issues to relevant stakeholders and work closely with various departments to verify information accuracy. 

You'll be responsible for contributing to continuous improvement initiatives, developing procedures to achieve team objectives while maintaining up-to-date knowledge of customer service practices. Given the politically sensitive nature of the services provided, delivering clear, customer-friendly information is crucial. Your role involves performing administrative tasks, attending meetings, and recommending changes to improve service delivery and processes. The ability to navigate a high-pressure, scrutinized environment will be essential for your success. 

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

Key knowledge and experience 

• To be considered for this role, you should have 2+ years of experience in contact/call centre environment  

What you will bring to the role 

• Excellent communication skills, both verbal and written, to effectively convey ideas and collaborate with team members. 

• Solid time management and organizational skills to prioritize tasks and meet deadlines efficiently. 

• Demonstrated flexibility and adaptability to thrive in a fast-paced and dynamic work environment. 

• Strong problem-solving abilities to navigate complex challenges and adapt to evolving situations. 

• Maintains meticulous attention to detail amidst high-volume workloads, ensuring accuracy and precision in all tasks and deliverables. 

• High level administrative skills with the ability to prioritise tasks and competing demands. 

Work schedule 

We're committed to creating a workplace that works for everyone. Our policy is about creating flexibility in where, when, and how work happens to improve outcomes for both employees and the people of NSW. Due to the unique requirements of this role, applicants should be prepared to work on-site 5 days per fortnight and within standard business hours on weekdays.  

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 

Apply online with your resume and cover letter.  

Applications close Wednesday 4 June at 11:55PM. Please contact Priyani Forrester on priyani.forrester@dpie.nsw.gov.au for more information about this role.