Support Officer

Support Officer Division: Revenue NSW - Customer Support Team Clerk Grade: 3/4 Salary: $87,199 - $95,482 + Superannuation Employment Type: O ngoing Location: Any Revenue NSW location - Parramatta, Maitland, Gosford, Lithgow or Wollongong Applications Close: Friday the 31st of October [at 9am] The Support Officer role sits within Revenue NSW. We are the state’s principal revenue management agency and are a part of the Department of Customer Service (DCS). We manage taxes, fines, debts and administer grants in a fair, efficient and timely manner. Through this we give back to the community and fund essential State services for the people of NSW. About the team The Customer Support team operates in a high-volume contact centre environment and supports vulnerable customers to resolve their fines and debts, including through the Work and Development Order scheme, advocacy service, and write off program. We have a passionate customer focus and consistently strive to make it easier to engage with us by placing the customer and community at the heart of what we do. Our team is empowered and motivated through development and opportunities and resolves fines and debt for those who can pay, motivates compliance for those can pay but do not, and supports our customers who cannot pay. We have a dynamic, results focused, fast paced working environment that fosters the values of integrity, service, accountability, and trust. We are industry leaders in risk management and data security and explore innovation with our customers, designing solutions to serve their needs. When you join us, you will be part of a growing digital and hybrid activity-based workplace that has a diverse culture of belonging with an open and supportive community. Your day-to-day · answer telephone enquiries from vulnerable customers who need support to resolve their fines and debt · provide information about our programs and connect customers with support services they need · assist our community partners who support vulnerable members of the community (for example, Work and Development Order sponsors and community legal services) · assess and respond to written correspondence from our customers (for example, requests to have fines and debt reviewed or written off) · process administrative tasks that support our programs To be successful in this role you will demonstrate: · willingness to work in a high-volume customer contact environment, working on a rotating roster across our hours of service (7am to 7pm) · ability to act with empathy and compassion when supporting customers · a strong customer focus, with excellent written and verbal communication and interpersonal skills · strong problem-solving skills and ability to offer flexible solutions to customers with complex problems How to apply Please submit an up to date CV