Customer Contact Team Officer - Information and Technology
Hybrid · Sydney Central Business District, New South Wales, Australia
Job Summary
Lead the Customer Contact Team delivering NSW Trustee and Guardian switchboard operations from the Sydney CBD office. Manage staff resources to provide professional service aligned with NSWTG values and NSW Government commitments, supervise triage of enquiries from customers and stakeholders, provide phone relief during peak periods, generate performance reporting, and foster strong stakeholder relationships. Apply best-practice contact centre methodologies to engage a diverse and vulnerable customer base, and contribute to service delivery improvements in line with NSWTG’s Strategic Plan 2025-28. Hybrid work arrangements in Sydney are available; role focuses on leadership, coaching, and data-driven improvement across high-volume customer interactions.
Required Qualifications
- Experience in high-volume, customer-focused call centre environments
- Proven ability to lead a high-performing team within a call centre environment
- Experience with computerised switchboards or similar
- Willingness to work within hours of 8:30am to 5:00pm, Monday to Friday
- Ability to develop schedules/rosters to meet operational needs
- Strong customer service capability including experience working with diverse or vulnerable customers
- Ability to resolve escalations and support staff through sensitive or complex interactions
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