Join the shared services contact centre for a major NSW public sector department dedicated to supporting education across the state. As a Customer Service Support Officer, you will deliver high-quality, empathetic support to school-based educators, administrative staff, and corporate teams.
Working in a high-volume, dynamic contact centre environment, you will serve as the first point of contact for enquiries spanning human resources, finance, business services, and core operational platforms. You will troubleshoot first-tier queries, navigate departmental policies, and route complex matters to specialised Centres of Expertise to keep school operations running smoothly.
Key Responsibilities
- Deliver exceptional, professional front-line customer support across phone, email, and digital portals in a fast-paced contact centre environment.
- Provide prompt, accurate advice and direction on general HR, finance, business administration, and operational systems queries.
- Triage, refer, and assign non-standard or complex enquiries to appropriate Centres of Expertise for specialised resolution.
- Accurately log, categorise, and update customer interaction records in enterprise CRM and ticketing databases in real time.
- Maintain up-to-date knowledge of relevant policies, procedures, and legislation to resolve enquiries efficiently at first contact.
- Meet and maintain individual and team contact centre KPIs (call quality, response times, accurate documentation).
- Handle sensitive identity, employee, and student information with discretion and strict confidentiality.
About You
- Proven background delivering high-level customer service in a contact centre, shared services, or fast-paced customer-facing environment (diverse professional backgrounds welcomed).
- Excellent verbal and written communication skills with the patience and empathy needed to support busy school principals, teachers, and corporate stakeholders.
- High digital literacy with the ability to navigate multiple software platforms, knowledge bases, and CRM databases simultaneously (verified with a strong alphanumeric typing score)
- Critical thinking skills to interpret policy, assess caller needs, and determine appropriate escalation pathways.
- Ability to manage steady call volumes with composure, personal accountability, and positive energy in an SLA-driven team setting.
- Full availability to work a 35-hour week on a rotational 7.5-hour shift (including unpaid meal break) between 8:00 AM to 5:00 PM, Monday to Friday.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
