EOI - Support Officer

EXPRESSIONS OF INTEREST

Support Officer

• Division: Revenue NSW
• Employment Type: 2x Temporary full time opportunities (35hp/w) with a possibility of becoming ongoing
• Grade: Clerk Grade 3/4
• Salary: Base Package - $87,199 to $95,482p/a + Superannuation and annual leave loading
• Location: Any Revenue NSW Office - Parramatta, Maitland, Gosford, Lithgow or Wollongong

Applications Close: Monday 9 November @ 11:59PM

Applicants who are currently sitting in a grade 3/4 talent pool are encouraged to apply to express their interest.

About the Team

The Fines Act 1996 provides customers with options to finalise an offence by either paying the fine, requesting a review, or electing to have the matter determined in the Local Court by a magistrate. The Fines Compliance team processes customer-initiated court elections and manages court withdrawals received from Issuing Authorities. The team also prepares Section 257 Certificates for Transport for NSW and administers customer appeals.

About the Role

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.

Key Responsibilities

• Deliver high-quality customer service by providing accurate information, assistance, and support to ensure the effective operation of the court team.
• Whilst the majority of our work is replying to customers in written form, you are also required to call customers to engage in discussions to better understand their situation and enhance the customer experience.
• Our Customer Service Support Officer’s work autonomously in a virtual environment whilst remaining engaged with their peers and management from across our Maitland, Lithgow, Parramatta, Wollongong and Gosford locations.
• The Court team is currently supporting a major initiative—the “21‑day cooling‑off” project—which will change how court elections are managed. You will need to be adaptable, open to change, and demonstrate resilience.

About you

To be successful in this role, you will demonstrate:

• The ability to adapt to changing priorities and perform effectively in a fast-paced environment while maintaining accuracy and efficiency.
• The ability to work both autonomously and collaboratively with minimal supervision.
• Strong written and verbal communication skills, including the ability to prepare clear and concise correspondence.
• A commitment to customer service, consistently placing the customer at the centre of all interactions.

What we need from you: 

To apply, please attach a copy of your CV and a cover letter (maximum 2 pages) outlining your relevant experience and capabilities. 

For any questions relating to the role please contact Jennifer Tongue at Jennifer.Tongue@revenue.nsw.gov.au

Working at DCS

• 35-hour working week, with opportunities for flex leave where additional hours are worked
• Revenue NSW is proud of our diverse and regional teams. We welcome flexible, hybrid working arrangements with your office location at one of our many Revenue NSW working locations https://www.nsw.gov.au/departments-and-agencies/customer-service/dcs-building-access (subject to approval and availability)
• Learning tools are available for ongoing professional development
• Health and wellbeing programs

Who we are

By putting the customer at the centre of all programs and initiatives, we are transforming the way government interacts with the people of NSW. Our services are designed so that everyone can access and interact with them in a meaningful way.

DCS is focused on delivering customer service, digital transformation and regulatory reform to more than 8 million people.

From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.

Salary Grade 3/4, with the base salary for this role starting at $87,199 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Amy Vierboom via amy.vierboom@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: Monday 9 November @ 11:59PM

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