Service NSW - Digital Service Representative – Queanbeyan and Wagga Wagga Service Centres Title: Digital Service Representative (Service Centres)
Salary: Service NSW Grade 2/3 ($58,346 - $73,599 pro-rata , plus employer's contribution to superannuation and annual leave loading)
Location: Queanbeyan and Wagga Wagga Service Centres
Employment Status:Part-time/Full time – ongoing opportunities
We are currently recruiting for the position of Digital Service Representative at our Queanbeyan and Wagga Wagga Service Centres.
Please note: This recruitment will only be used to fill roles or create a talent pool for opportunities in these specific locations (including the immediate surrounding area).
About the opportunity:
If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast-paced environment, this could be the right role for you. You will provide advice and support as the first point of contact for customers using online technology in service
centres to increase adoption of digital services and create positive digital customer experiences. To find out more about being a Digital Service Representative click here to access the Role Description.
Key accountabilities: Deliver services in a professional manner in all customer interactions to create positive customer experiences and ensure customer satisfaction as a priority Action customer complaints arising from complex agency transactions by ensuring they are accurately resolved, recorded and unresolved issues are escalated through appropriate channels to support effective complaints resolution Complete activities in the provision of service delivery in accordance with privacy requirements and legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised Monitor digital performance in service centres, and take actions to increase adoption, drive usage and deliver optimum service delivery outcomes. Develop and maintain knowledge of organisational information resources and operating standards and practices to record and resolve and customer complaints and escalate any unresolved issues to support and enable positive customer outcomes Provide advice and support to customers on the adoption of digital services, and in the education of users to deliver great customer experiences through the use of on-line technology Maintain awareness of the organisation's customer escalation points to ensure customers are referred to appropriate channels for the completion of out of scope transactions Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes and the implementation of changes in service delivery
Hours of work
Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre here .
The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.
The Queanbeyan Service Centre opportunity is a full-time, ongoing role – minimum 70 hours per fortnight
The Wagga Wagga Service Centre opportunity is a part-time, ongoing role – minimum 40 hours per fortnight
Flexibility is required to work on a rotating roster between the Service Centre's operational hours, which may include Saturdays.
We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.
Salary
Service NSW Grade 2/3 - base salary for this role ranges between $58,346 - $73,599 pro-rata , plus employer's contribution to superannuation and annual leave loading.
How to Apply
Provide a resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description). Detailed instruction for how to prepare your application can be found here .
About Service NSW
Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.
Service NSW partners with over 50 government and non-government agencies to offer over 1,200 NSW Government services such as the Cost-of-Living program, Active and Creative Kids, drivers' licences, applications for birth certificates, Housing NSW payments and more.
Click here to learn more about Service NSW Further Information
For enquiries relating to recruitment please contact Thomas Ting-Shelley via
Closing Date: Tuesday, 7th May 2024
Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants.Employment with Service NSW is subject to a satisfactory national criminal record check.
Working at Department of Customer Service
The Department of Customer Service (DCS) is a great place to work! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
Visit ourCareers site to find out what it means to work for us.
Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statementhere .
We want you to bring your best self to this application process.If you feel you may require an adjustment during the recruitment process , please contact our Diversity, Equity and Inclusion team Thomas Ting-Shelley via or 02 9484 8351.
For more information, please visit Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
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