Customer Service Senior Agent – Talent Pool Only
Do you want your work to make a difference for NSW?
Together, we create thriving environments, communities and economies.
- Based in Parramatta, hybrid working supported
- Permanent and/or Temporary future opportunities, full-time (35hrs per week)
- Salary ranges from $ 84,659 to $ 92,701 pa plus super
- This is a Talent Pool recruitment for roles that may become available over the next 18 months
This is an excellent opportunity for someone with high quality customer service and administration experience to join a dedicated and collaborative team to support the people of NSW.
About the Role
The Social Impact Programs Branch provides energy rebates and crisis payments worth millions of dollars annually to over 900,000 eligible low income and vulnerable households. We are a friendly, energetic and supportive team that values a positive workplace culture.
The Customer Service Senior Agent works across either the Energy Rebates or Energy Accounts Payment Assistance (EAPA) teams to deliver high-quality, accurate and responsive customer service. In this role, you will receive and enter customer applications, check customer eligibility against an existing framework, and communicate with customers via phone calls and emails. The role works collaboratively within a team environment, including by supporting junior agents and acting as an escalation point. You will need to communicate well and with empathy when interacting with vulnerable or stressed customers. You will have excellent attention to detail, work with integrity and meet KPIs.
In accordance with the requirements of this role, you will be required to work Monday to Friday, 9am to 5 pm. We provide hybrid working arrangements and are open to discussing other flexible work arrangements. You will be required to work in our modern offices near Parramatta station at least 2 days per week, following an initial 4-6-week training period in the office. We will provide you with opportunities to develop new skills.
To be successful in the role, ideally you will have:
- Quality customer service experience, preferably in a high-volume, fast-paced call centre environment.
- Timely and effective verbal and written communication skills
- Strong organisation skills and the ability to multi-task
- Pro-active and can-do attitude.
For more information read the full Role Description: Role Description - Senior Agent
Talent Pool
This recruitment will be used to create a talent pool.
A talent pool represents a group of applicants who have been assessed and identified as suitable for this role or similar roles and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.
Who we are
The Department of Climate Change, Energy, the Environment and Water (DCCEEW) works to protect the state’s environment and heritage. It leads the way on climate change, driving the sustainable transition to a net zero economy, powered by affordable, reliable, and clean energy.
DCCEEW conserves and protects the state’s natural environment. It manages the NSW national park estate, including its rich and diverse biodiversity and Aboriginal cultural heritage for future generations.
DCCEEW also ensures sustainable management of water resources across the state, to support the environment, communities and industry.
We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and water and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment.
To Apply
If excited by the information above, we look forward to receiving your application, including a copy of your resume (4-pages) and cover letter (1-page only) expressing your interest and suitability for the role.
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.
Applications close Friday 15th May 2026 (11:55 PM)
Should you require further information about the role please contact Sonali Malik via email on sonali.malik@dcceew.nsw.gov.au or phone (02) 99956786.
Our goal is to build a workforce that not only represents but also understands and serves the diverse communities of New South Wales. We are committed to making our state a vibrant and inclusive place to live, work, and thrive for everyone. Our workforce represents people of all ages and genders, Aboriginal and Torres Strait Islander people, people with disabilities, the LGBTQI+ community, and people from diverse ethnic and cultural backgrounds.
Looking for more information or assistance in applying?
If you require an adjustment for your application process, please contact our Talent Acquisition Team by emailing dcceew.ta@dpie.nsw.gov.au or contacting Amanda Paterson on 02 6360 9017.
If you are an Aboriginal or Torres Strait Islander use our Aboriginal applicants guide to assist with applying for roles or our Aboriginal Career pathways team at AEX@dcceew.nsw.gov.au for a yarn.
Find us on Facebook, Instagram, X (Twitter), YouTube and LinkedIn.
Role Description
