Senior Call Centre Representative | NSW Government

Job Description

Senior Call Centre Representative | NSW Government

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The Company
\n Our client is a well-known government organisation committed to delivering excellent customer experiences and making it easier for people to access government services.

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They are looking for a enthusiastic and motivated Senior Call Centre Representative to join their dynamic and high-performing team in this exciting contract role, running from 28 Sept 26 to 31 Dec 26, based in Parramatta.

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Please note: successful candidates will work Monday to Friday, 8:30am to 5:00pm, with a 50% hybrid working arrangement.

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The Job
\n Reporting through to a Team Leader, you will be responsible for the following duties:

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• Respond to customer enquiries via phone, email, and online channels.
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• Investigate Portal issues and determine next steps.
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• Provide accurate information and guidance on planning processes.
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• Escalate complex matters and ensure timely follow-up.
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• Support customers with Portal and general planning enquiries.
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• Triage calls, emails, and webforms for resolution or escalation.
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• Liaise with internal teams and other agencies to verify information and assist customers.
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You To qualify for this opportunity, you must have experience in the following areas and possess the personal qualities below:

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• Minimum of two years' experience in a contact centre environment.
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• Experience within the government sector is desirable.
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• Strong written and verbal communication skills.
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• Ability to work across multiple systems simultaneously.
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• Excellent customer service skills and a high level of attention to detail.
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