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

• Ongoing full-time opportunity (35 hours per week)
• NSW Office location negotiable with flexible working supported
• Salary relative to experience and ranges from $84,659.00 to $92,701.00 plus super (Clerk Grade 3/4)

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 Office of Local Government (OLG) is a small, yet diverse agency of professionals invested in creating healthy and prosperous communities across NSW. Through the development of policy, programs, strong relationships, engagement and intervention, OLG is a driver of reform and uplift across the state, with a purpose of fostering a strong and sustainable local government sector.

There’s never been a better time to join a diverse, welcoming and fulfilling agency that helps build healthy and prosperous communities across NSW.

The role
As a Support Line Officer, you’ll play a hands‑on role in keeping the support line and helpdesk operating effectively, regularly answering inbound calls and responding to enquiries from key stakeholders such as councils and the public. You’re respond to enquiries, update records, coordinate day‑to‑day tasks, and support the delivery of projects and programs. You maintain systems, templates, and processes and you make sure customer interactions are logged accurately so the team has the information it needs.

This role involves daily rostered shifts as part of the support line and helpdesk, including answering inbound calls, managing customer enquiries by email and other channels, logging and tracking matters in systems, and undertaking follow‑up and resolution work as a core part of the job.

The real challenge of the role is balancing all these moving parts while staying across changing procedures, guidance material and service expectations. You’ll be constantly switching between customer support, admin tasks, and reporting, all while keeping things organised and resolving issues in line with agency processes.

This is a helpdesk‑based role focused on enquiry triage, resolution and follow‑up using established systems and processes.

For more information read the full Role Description: Support Line Officer

What you will bring to the role

• Strong customer service skills, with experience handling inbound calls and resolving enquiries in a professional and empathetic manner.
• Solid administrative capabilities, including accurate record-keeping, document handling, and managing competing priorities.
• Ability to follow established procedures and escalation protocols while exercising sound judgment in referring complex enquiries.
• Clear written communication skills, with experience preparing correspondence, using templates, and drafting initial responses.
• Capacity to stay up to date with frequently changing policies and programs, and apply that knowledge confidently in customer interactions.
• Proven ability to work collaboratively in a team environment, supporting colleagues and contributing to shared service goals.

Key knowledge and experience

• Demonstrates the ability to provide administrative or customer service support in a similar role

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.

As part of DPHI, the Office of Local Government (OLG) is the NSW Government’s frontline interface with councils, their 50,000 employees, and their elected officials across the state. Its goal is to build a strong, responsible and sustainable local government sector, with its purpose to ensure councils all over NSW can continue to effectively deliver infrastructure, services and civic leadership to their communities.

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 Wednesday, 13 May 2026 at 11:55PM. Should you require further information about the role please contact Naushee Rahman, Director Companion Animals Policy & Programs on naushee.rahman@olg.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 3, 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.