Digital Service Representative

Digital Service Representative
SNSW Grade 2/3 - starting annual salary $64,375 plus superannuation and leave loading
Employment Type: Ongoing Part-Time (minimum 20 hours per week)
Flexibility is essential, as these roles operate across a six-day roster, including every second Saturday. Minimum shift duration is 4 hours.
Locations: Roselands, Bankstown, Botany, Rockdale and Hurstville

We're growing our teams and building a talent pool for future opportunities across these locations. This recruitment will only be used to fill roles or create a talent pool for these locations and their immediate surrounding areas.

Help people connect with the services they need!
As a Digital Service Representative, you'll be the first point of support for customers, helping them confidently use digital services, access information, and resolve enquiries. No two days are the same. You'll combine your problem-solving skills, digital knowledge, and customer service expertise to deliver positive outcomes and make a genuine impact on people's lives.
If you enjoy working with a diverse range of customers and are committed to providing exceptional service, this could be the perfect role for you.

About you
You're a people person who enjoys building relationships, solving problems, and helping others. With a calm and positive approach, you're confident supporting customers, handling enquiries, and delivering exceptional service.
If you're looking for a rewarding role where you can make a positive difference in your local community, we'd love to hear from you.

What You'll Bring
You don't need to have all the answers on day one. We're looking for people with the right mindset and a willingness to learn.

• A passion for customer service and helping others
• Confidence using technology and learning new systems.
• Strong attention to detail, judgement, and problem-solving skills
• The ability to manage customer enquiries while handling sensitive information appropriately
• A collaborative and adaptable approach in a fast-paced environment

Your Impact
As the face of our Service Centre, you'll help customers access the information, support, and solutions they need. Through your commitment to exceptional service, problem-solving, and digital support, you'll create positive customer experiences and contribute to successful outcomes.

How to apply
Please submit your resume and cover letter that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).

Closing Date: Friday 28 August 2026 at 9:59am

Further Information: For enquiries relating to recruitment please contact Joy Lethieullier via ***************@customerservice.nsw.gov.au

About Service NSW
Service NSW makes it easier to access government services for people and businesses across NSW.
At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW.

What we offer

• Personal development - excellent development opportunities for someone ready for the next step in their career! Excellent career growth and learning development opportunities.

• Access to health and well-being programs - Including Fitness Passport and EAP (Employee Assistant Program) - Wellbeing programs and resources available

Operating hours:
In our Service Centres hours vary between locations. You can check the opening hours for each Service Centre here. Flexibility is required to work on a rotating roster between the Service Centre's operational hours which may include Saturdays.
The Service NSW Award hours are 6:30am - 7:30pm (Monday to Saturday)
Part-time - minimum 20 hours per week - (Monday to Saturday)
Full-time - 70 hours per fortnight

Hours are also subject to change based on the needs of the business.

Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check.

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.

Click Here to access the Role Description.

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.

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 8*** or *************@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