Advisor Customer Improvement

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Job Details
Full-time3 hours ago
Full Job Description
Ongoing/Temporary – Fulltime

Location – Newcastle, Maitland, Gosford, Parramatta, Lithgow

SNSW Grade 7/8

SNSW Grade 7/8 – The package includes the base salary range of ($95,136 – $112,164) plus employer’s contribution to superannuation and annual leave loading.

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.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service and an expanding network of Service Centres.

We currently partner with more than 50 agencies to offer in excess of 1,000 NSW Government transactions including driver licences, vehicle registration renewals, applications for birth certificates, Senior Cards, Housing NSW payments, fines, contractor licences and many more.

About the role

Provide advice and support on a range of customer improvement initiatives to ensure alignment with business strategies and objectives and optimise service outcomes.

Assist in the implementation of customer experience initiatives and embody customer centricity in all engagements with internal/external customers to deliver and enhance improved customer experiences across the business.

Key Accountabilities

  • Analyse and interpret the customer experience, including the quality and timeliness of the response and service provided, to identify improvements, implement best practice and increase business capability
  • Undertake qualitative and quantitative research to identify trends and assist in determining business priorities to support the delivery of organisational and Government priorities
  • Promote and foster a customer-centred design approach to ensure solutions are aimed at improving the customer experience with the agency
  • Utilise and apply relevant and contemporary techniques to co-design the desired future state with customers and stakeholders to ensure continuous improvement and quality service delivery outcomes
  • Assist the business in the implementation of customer experience improvement initiatives to ensure solutions enhance the experience for customers
  • Serve as a customer advocate in all engagements with internal and external stakeholders to ensure solutions and initiatives are customer focused
  • Undertake projects and corporate initiatives liaising with stakeholders to ensure requirements are discussed and best practice techniques are utilised to ensure requirements and standards are met on time and to the expected standard.

Please note that employment at Service NSW is subject to a satisfactory Criminal Records Check.

A talent pool will be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

Learn more:
Applications Close: Monday 5th December @9.59am

Candidates must provide an up-to-date cover letter and resume (Resume not exceeding 5 pages) outlining how your skills and experience demonstrate that you meet the above criteria. It is strongly recommended that you read the Role Description to assist you with your application. As part of your application, you will be required to answer some targeted questions designed around the role focus capabilities. Please ensure you have given yourself enough time before application close time and date. Late applications will not be accepted.

Targeted Questions:
In addition to the resume and cover letter, candidates must also provide responses (not exceeding 2 pages) to the following targeted questions:

1. In showing the capability Display Resilience and Courage, tell me about the most challenging situation you have found yourself in at work. What did you do in this situation? What was the outcome?

2. In showing the capability Deliver Results, tell me more about your ability to initiate change and give an example of when this resulted in an improvement.

Want to know more?

For a confidential discussion about this role please contact Sirlina at

For more information about the Service NSW recruitment process, please contact Bryan Kreltszheim at

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 our Careers site to find out what it means to work for us.

You Belong Here

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

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 via or 02 9494 8351.

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