Customer Relations Officer

• Clerk Grade 5/6
• Ongoing, Full-Time
• Sydney Olympic Park 

The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW.

We have an opportunity for a Customer Relations Officer to be part of our Security Licensing Enforcement Directorate team. The Customer Relations Officer is responsible for providing professional, accurate and timely advice to customers and stakeholders by resolving complex call centre enquiries and responding to email and online enquiries.

In this role, you will support Security Licensing Enforcement Directorate's service delivery functions by providing professional, accurate and timely advice to stakeholders, managing escalated matters referred by the Contact Centre and resolving complex enquiries and complaints. Situated at Sydney Olympic Park, you will also play a key role in driving continuous improvement initiatives and projects that enhance service quality, strengthen customer outcomes, and promote the Security Licensing Enforcement Directorate brand amongst industry. Experience leading or supervising staff in a Contact Centre environment, along with knowledge of legislation/policy frameworks would be highly regarded. 

View the relevant role description for more information on this role (e.g. essential requirements, key accountabilities, key challenges and capabilities required for the role)

At NSWPF our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join the NSWPF include:

• competitive salary;
• flexible work options;
• opportunity to purchase leave;
• annual leave loading;
• corporate wellbeing programs including seminars and the Fitness Passport;
• free annual influenza vaccination;
• salary packaging options via superannuation contributions or a novated vehicle lease;
• convenient location for public transport and to shops etc; and 
• in-house gym facilities. 

Applications can only be submitted electronically via the I Work for NSW website.

To be considered for this role, attach a cover letter (2 pages maximum) and an up-to-date resume that clearly details your skills & experience as relevant to this role.

Please do not attach copies of qualifications, certificates or documentation (other than what has been requested) - you can bring these if called for interview.

Please address each of the following Target Questions (500 word per question) in the text boxes provided in the online application or attach as a separate document.

Many of the day-to-day responsibilities of this role involve interpreting legislation and clearly communicating its application to industry stakeholders. Describe any previous experience you have had in explaining and applying legislative or regulatory requirements in a practical setting?

Describe a situation where you handled a difficult customer escalation or a complex enquiry. Explain the investigative process you followed, the challenges you encountered (such as system or legislative barriers), and the strategies you used to ensure a successful resolution.

Your application must stand on its own merits, and the completeness and relevance of your application will determine if you proceed through to the selection process. 

If you require any further information about this opportunity, please contact the hiring manager Lisa Dennis via (02) 8835 8896.

To be eligible to apply for this role, you must meet one of the following statuses:

• an Australian Citizen;
• a permanent resident of Australia; or
• a New Zealand citizen.

Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.

At the NSW Police Force, we are proud to be an employer of a diverse range of people. We are committed to reflecting the diverse community we serve and creating an inclusive and respectful workplace for all employees where differences are embraced, contributions are valued, and everyone has a sense of connection and belonging.

We welcome applications from individuals with diverse skills, experiences, and backgrounds including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ individuals, people with disability, neurodiverse individuals, those from culturally and linguistically diverse communities, and people of all ages.

• Identify as Aboriginal or Torres Strait Islander and would like support with your application,  please contact the NSWPF Aboriginal Employment & Engagement team at PCC-AEET@police.nsw.gov.au
• Identify as a person with disability and require further information on the role or adjustments to participate in the recruitment process, please contact the Inclusion & Diversity team at PCC-INCLUSION@police.nsw.gov.au  
• Are transgender or gender diverse and want to learn more about our support options, please contact the Inclusion & Diversity team at PCC-INCLUSION@police.nsw.gov.au

This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.

For more information on applying for roles with the NSW Police Force click here

For Technical assistance please contact: taleosupportexterna@police.nsw.gov.au (Please include the word Taleo in the subject line)

Thank you for your interest in this role. We look forward to receiving your application.