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Senior Customer Services Officer

Apply now Job no: 550292
Work type: Temporary full-time
Location: Parramatta
Categories: Management and Support

Do you want your work to make a difference for NSW?

Working to protect the state’s environment and heritage.

 

 

  • Lead operational excellence and customer experience across Heritage NSW’s frontline services
  • Temporary up to 29 Jan 2027, full-time (35 hours per week) opportunity
  • Parramatta Office location, hybrid working supported
  • Salary relative to experience, and ranges from $134,421.00 to $148,239.00 + super

 

The Heritage NSW Customer Concierge team is currently seeking to appoint a Senior Customer Services Officer as a key contributor to the delivery of high quality, customer focused service.

 

This role supports day to day operations within the Heritage NSW Customer Concierge team, including assisting customers with enquiries, resolving escalations, and ensuring enquiries are accurately logged, tracked and progressed using systems such as Zendesk.

 

The Senior Customer Services Officer develops and maintains service templates and knowledge base content, leads and presents at internal workshops and meetings, and plays an active role in coaching and development across the team.

 

The role works collaboratively in a supportive, improvement-focused team culture, engaging with diverse customers and stakeholders across community, industry and government.

 

About You

 

You bring strong experience in a complex customer service or regulatory environment, with the ability to supervise operations, manage day‑to‑day workflows, and handle customer escalations. You are confident using CRM systems to assess, prioritise and progress enquiries, ensuring matters are accurately managed, statutory processes are supported, and timeframes are met.

 

With well‑developed communication skills, you provide clear, practical advice to a range of stakeholders and collaborate effectively across teams. You demonstrate leadership through coaching and support, contribute to continuous improvement initiatives, and deliver high‑quality outcomes with integrity, professionalism and a strong customer focus.

 

Essential Requirements

 

  • Tertiary qualifications or sound experience in heritage, Aboriginal cultural heritage or relevant field.

 

For more information read the full Role Description: Download File Senior Customer Services Officer

 

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.

 

Participation in the NSW Biodiversity Offsets Scheme (BOS)  

Please read the Biodiversity Offsets Scheme Protocol to understand if it applies to your circumstances. All applicants for this role and new employees with an existing defined interest in the BOS will be required to disclose their personal (or a close family member’s) participation to ensure potential conflict of interests are declared and managed appropriately. 

 

To Apply

 

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.

 

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 Sunday the 17th of May at 11:55PM.

 

 

Should you require further information about the role please contact Mat Campino via mat.campino@environment.nsw.gov.au or on 0409 032 134

 

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.

 

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 Dante Stuerzl on 02 9995 5092 (please mention reference number 548992).

 

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. 

 

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Role Description

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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