Customer Service Officer

About this role

At the NSW Department of Education, we educate and inspire lifelong learners – from early childhood, through schooling to vocational education and training. * Ongoing Full-Time employment * Located in Newcastle with flexible working arrangements, requiring minimum three days office attendance per week * Salary ranges from $78,000 to $84,799 p.a. plus superannuation and annual leave loading About the role The Customer Service Officer assists with the provision of general information on apprenticeships, traineeships and vocational education and training programs and services, to customers and members of the public and provides clerical and administrative support to the Regional Centre Key accountabilities * Provide day-to-day administrative support to ensure the smooth operation of the Regional Centre, including email services and office coordination * Manage efiling, storage and archiving of records in line with departmental requirements * Liaise with staff to support customer enquiries and assist with issue resolution * Deliver accurate word processing, data entry and spreadsheet support * Process invoices, claims and assist with reports in line with financial and operational requirements * Focus on delivering high-quality service to students, employers, trainers, and other stakeholders while ensuring compliance with VET policies and procedures. For further information please click here to view the role description About you * Works confidently in a structured environment, applying policies, procedures and guidelines with sound judgement * Escalates complex or sensitive matters to a supervisor to support appropriate decision-making * Brings a VET background or strong interest in Vocational Education and Training, with solid IT skills * Demonstrates a strong customer service ethic and a collaborative approach * Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people. Essential requirements of the role * Current and valid Working with Children Check Clearance for paid employment. * Previous experience in an office or administrative environment (desirable) * Ability to work autonomously with minimal supervision * Strong ability to work collaboratively as part of a team * Demonstrated understanding of and commitment to the value of public education. Benefits * Flexible working arrangements * 35 hour working week * Competitive, salary sacrificing, employer’s contribution to superannuation and annual leave loading * Flex Leave entitlements, generous holidays & leave conditions * Opportunities for advancement and mobility across the Department to support career growth How to apply Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as well as respond to the pre-screening question below: 1. Tell us about a time you resolved a complex customer issue over the phone. What was the situation, what steps did you take to understand and resolve the issue, and what was the outcome? 2. Describe your approach when a customer presents a complex issue that cannot be resolved during the initial phone call. How do you ensure the customer feels supported while you work towards a solution? Applicants are encouraged to prepare their application materials independently. The selection panel values authentic and personally written responses that reflect your own experience, insights and alignment with the Department’s values and priorities. Please refer to the Applicant’s Guide to Applying to assist you with your application. If you are an existing Education Support Staff (corporate staff) with the NSW Department of Education, click here for instructions on how to submit your application. All other applicants please submit your application by clicking ‘Apply Now’. Note: The selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check. This is a child-related role. As a condition of employment you will be required to provide a valid Working with Children Check (WWCC) Clearance number (for paid employment). Visit the website for more information. Candidates must have Australian work rights (citizens, permanent residents, New Zealand citizens or a valid work visa). Ongoing (permanent) roles are open to Australian citizens and permanent residents and New Zealand citizens, while temporary roles welcome applicants with a visa. Closing date: Thursday 6th August 2026 at 11:59 PM For role enquiries please contact Tahnee Ella at Tahnee.Ella1@det.nsw.edu.au We welcome applications of all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team (youbelong@det.nsw.edu.au) or visit NSW Department of Education Diversity and Inclusion. A recruitment pool may be created through this recruitment process. A recruitment pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles over the next 18 months, including temporary term or ongoing roles.