digital service representative.

A Leading NSW Government Department

Are you passionate about customer service and digital technology? Do you thrive in a fast-paced environment and enjoy helping people navigate online services? Join a NSW Government Department that is transforming the way people and businesses access essential services across NSW!

About the Department

This Department is dedicated to making access to government services simpler and faster. Since its launch in July 2013, it has successfully transformed service delivery with cutting-edge digital solutions and an award-winning culture. The Department currently partners with over 50 agencies to offer over 1,000 NSW Government transactions through digital channels, a 24/7 phone service, and an expanding network of service centres.

The Opportunity: Digital Service Representative (SNSW Grade 2/3)

As a Digital Service Representative, your primary purpose is to provide advice and support to customers using online technology in service centres. You will play a crucial role in increasing the adoption of digital services and creating positive digital customer experiences.

Key Accountabilities Include:

• Customer Experience: Deliver services professionally in all customer interactions to create positive customer experiences and ensure customer satisfaction.

• Digital Adoption: Provide advice and support to customers on the adoption of digital services and educate users on the use of on-line technology.

• Performance Monitoring: Monitor digital performance in service centres, and take actions to increase adoption and drive usage.

• Complaint Resolution: Action customer complaints arising from complex agency transactions, ensuring they are accurately resolved and escalated through appropriate channels.

• Compliance: Complete activities in accordance with privacy requirements and legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised.

Challenges You Will Face

• Resilience: Displaying resilience when dealing with enquiries and complaints from customers that may present with uncooperative, disruptive or abusive behaviours.

• Dynamic Environment: Working within a high-volume, high-pressure and constantly evolving Service Centre environment.

What We Are Looking For (Focus Capabilities)

We are seeking individuals who demonstrate the following key capabilities at the levels indicated, which will be assessed at recruitment:

Capability GroupCapability NameLevelPersonal AttributesDisplay Resilience and Courage

Intermediate

RelationshipsCommunicate Effectively

Foundational

RelationshipsCommit to Customer Service

Intermediate

ResultsDeliver Results

Foundational

Business EnablersTechnology

Intermediate

You should be able to:

• Focus on providing a positive customer experience and resolving complex customer issues and needs

• Be flexible and adaptable and remain calm and focused in challenging situations.

• Demonstrate a sound understanding of technology and use available technology to improve individual performance and effectiveness.

Ready to Apply?

This role reports to the Service Centre Coordinator and has no direct reports.

If you are a motivated and customer-focused individual ready to contribute to continuous improvement initiatives and help shape the future of government service delivery, we encourage you to apply!

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.

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