Senior Customer Service Officer

Senior Customer Service Officer

• Join Hospitality and Racing a division within the Department of Creative Industries, Tourism, Hospitality and Sport
• Clerk Grade 5/6 with a salary range of $102,936 - $113,579- per annum plus superannuation
• Temporary up to July 2027 month’s role based in Sydney, NSW with hybrid work arrangements

Are you passionate about delivering outstanding customer experiences and helping teams perform at their best?

About the Role

As a Senior Customer Service Officer, you'll play a pivotal role in supporting the Customer Experience team to deliver responsive, high-quality service outcomes for both internal and external customers.

In this dynamic role, you'll be the go-to person for managing complex customer enquiries, providing expert advice, and supporting the continuous improvement of systems, processes, and service delivery. You'll work closely with management and frontline staff, ensuring information flows smoothly, customer issues are resolved effectively, and operational activities run efficiently.

This is an exciting opportunity for someone who enjoys variety, thrives in a fast-paced environment, and is motivated by making a tangible impact on both customer satisfaction and team success. You'll also have the opportunity to coach and support colleagues, contribute to service improvements, and help drive a culture of excellence and continuous improvement.

About You

You are a proactive and customer-focused professional who enjoys solving problems, supporting others, and delivering exceptional service.

You can confidently manage competing priorities, maintain attention to detail, and navigate complex customer matters with professionalism and empathy.

You bring strong communication and stakeholder engagement skills, enabling you to build positive relationships and collaborate effectively across teams.

You're comfortable providing advice and guidance to colleagues, sharing your knowledge, and helping others achieve consistent, high-quality outcomes.

To be successful in this role, you'll demonstrate:

• A passion for delivering exceptional customer experiences and resolving complex enquiries.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
• Excellent verbal and written communication skills.
• Experience using systems and processes to maintain accurate records and support operational efficiency.
• A collaborative approach, with the ability to coach, support and influence others.
• Sound judgement and attention to detail, particularly when working within policies, procedures and legislative requirements.
• A continuous improvement mindset, with a willingness to identify opportunities and embrace new ways of working.

If you're looking for a role where you can make a real difference to customers, support a high-performing team, and contribute to service excellence, we'd love to hear from you.

To learn more about the role, please click here to download the role description.

How to apply

Your application must include a cover letter (maximum 1 page) and an up-to-date resume (maximum 5 pages) that details your capabilities and experience in relation to the above role.

Closing Date: 03 November 2026 [11.59 PM]

Contact: Jaslin.Dhindsa@liquorandgaming.nsw.gov.au

Working at the Department of Creative Industries, Tourism, Hospitality and Sport (DCITHS)

At DCITHS we unite the state’s key creative industries, Cultural Institutions, hospitality, entertainment, sports and tourism entities.

Collaborating with our stakeholders, we grow industries, create vibrant places, support wellbeing and enrich the cultural and creative life of NSW by:

• driving visitation, participation and attendance for diverse events and experiences

• enabling dynamic precincts, venues and creative industries

• creating connection between people and their communities

• providing inspiring, safe and accessible experiences and facilities for individuals and groups.

At DCITHS, we welcome applicants from diverse backgrounds, including people with disability, Aboriginal and Torres Strait Islander people, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

If you require an adjustment to be made during the recruitment process or have an enquiry about the support provided, please contact Kalashree Wakhare Talent Acquisition Partner at kalashree.wakhare@dciths.nsw.gov.au or on 02 9240 8532

For more information on reasonable adjustments and types of alternate formats available through the recruitment process you can visit ‘Adjustments for Individual needs’ at I work for NSW.

A talent pool may be created from this recruitment action for ongoing and temporary roles for this role or similar roles that may become available over the next 18 months.