Customer Transactions Officer

Customer Transactions Officer

• Clerk Grade: 3/4 $87,199 - $95,482 + superannuation and leave loading
• Employment Type: Full-time, Ongoing
• Location: Gosford or Sydney (Hybrid opportunity including a combination of office attendance (minimum 2 days per week) and work from home. Arrangements are subject to applicable DCS workplace policies.)
• We are also seeking to build a talent pool to fill future ongoing and temporary opportunities!

About the Team

This is an exciting opportunity to join the State Insurance Regulatory Authority (SIRA) within the Customer Support Directorate.

The Customer Transactions team delivers digital and specialised customer service support across the Workers Compensation, Compulsory Third Party (CTP) and Home Building Compensation schemes. We are committed to providing high-quality customer experiences while supporting the effective delivery of services across SIRA.

Learn more about SIRA at: www.sira.nsw.gov.au

As a Customer Transactions Officer, you will:

• Provide quality customer support through an omni channel service model, including telephony, digital and written channels, undertaking assessment, eligibility confirmation and support activities to help people access scheme and legislative entitlements and achieve positive customer outcomes.
• Access, process and assess applications accurately in accordance with legislation, policies and procedures.
• Escalate complex matters with appropriate supporting documentation to enable informed decision-making.
• Act as a first point of contact, triaging customer enquiries and requests.
• Maintain accurate records and data to support effective service delivery.
• Work collaboratively with colleagues to achieve service standards, deadlines and business priorities.
• Ensure the privacy, confidentiality and integrity of information in all customer interactions and service delivery activities.

About You

• To be successful in this role, you will demonstrate:
• A strong customer service focus and commitment to delivering positive customer experiences.
• Clear and professional written and verbal communication skills.
• The ability to understand and apply legislation, policies and procedures to support sound decision-making.
• Strong attention to detail and accuracy in processing information and maintaining records.
• The ability to manage competing priorities in a fast-paced, high-volume environment.
• Confidence using computer systems and technology, or the ability and willingness to quickly learn new systems and processes.
• A positive attitude, adaptability and a willingness to learn about NSW insurance schemes, including Workers Compensation, CTP and Home Building Compensation.
• The ability to work collaboratively as part of a team while contributing to a customer-focused culture.

How to Apply

Please submit an up-to-date resume (maximum 5 pages) and a cover letter (maximum 2 pages). In your cover letter, please outline your motivation for applying and highlight the skills, experience and capabilities you would bring to the role.

A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.

If you have any questions or wish to find out more about the role, please get in touch with Amy Quinn at amy.quinn@sira.nsw.gov.au

Click Here to access the Role Description .

For enquiries relating to recruitment please contact Jess Tan via Jess.Tan@customerservice.nsw.gov.au.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: 10:00am Thursday 22nd October 2026

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process