Service NSW Diversity Talent Pool - DSR

Service NSW Diversity targeted Talent Pool 

Role: Digital Service Representative (DSR)  
Role Grade: SNSW Grade 2/3 starting salary $64,375 per annum, plus superannuation and leave loading 
Location: Various Sydney Metro locations

Join a workforce that reflects the communities we serve. 
This is a targeted employment opportunity under Service NSW’s diversity employment initiatives and in accordance with Rule 26 of the Government Sector Employment (GSE) Rules, to support increased workforce diversity. 

Applications are invited from people who identify as

• An Aboriginal person or Torres Strait Islander, 

• A person with disability, 

• A person who enters or has entered Australia on a Refugee and Humanitarian (Migrant) (Class XB) visa issued by the Commonwealth. Must have entered Australia within the last 5 years.

Applicants must identify as belonging to one or more of these groups. If you do not meet these eligibility criteria, your application will not be considered.

At Service NSW, we value diverse experiences, perspectives and talents. We encourage you to bring your authentic self, share your lived experience and build a rewarding career helping customers access the services they need.

About the opportunity
We are seeking applications for current and future Digital Service Representative (DSR) opportunities across Sydney. This recruitment will establish a talent pool for full-time, part-time, ongoing, temporary and casual vacancies across a range of Service NSW Centre locations. The Digital Service Representative (DSR) is an in-person customer service role based in a Service NSW Centre. As the first point of contact for customers using online technology, you will provide guidance and support to help increase the adoption of digital services and deliver positive digital customer experiences.

Reasonable adjustments are available to support employees in performing the inherent requirements of the role.

About You
We're looking for people who are passionate about helping customers and creating positive experiences. You will thrive in this role if you:

• Enjoy assisting customers and delivering friendly, professional face-to-face service. 

• Communicate clearly and confidently, adapting your approach to meet diverse customer needs.

• Are comfortable using technology and supporting others to build confidence with digital services.

• Can manage multiple tasks in a fast-paced environment while maintaining accuracy and attention to detail.

• Demonstrate resilience and professionalism when handling complex enquiries or challenging customer situations.

• Are committed to teamwork, continuous improvement, and following policies, privacy requirements and service standards.

How to apply
If you're excited about this opportunity, we'd love to hear from you. To apply, please submit:

• An up-to-date resume (maximum 4 pages)

• A cover letter (maximum 2 pages) outlining your interest in the role and demonstrating how your skills and experience align with the focus capabilities and essential requirements

Your application should clearly highlight your suitability for the role and provide relevant examples of your skills, experience and achievements.

As part of the assessment process, you will complete: 

• An initial telephone call to assess your suitability. If successful you will be invited to complete online assessments and participate in an assessment centre. 

• The assessment centre includes a multi-mini behavioural interview and role play 

• If successful in the assessment centre, you will be required to complete pre-employment checks.

Applications Close: Friday 28 August 2026 at 9:59am

Further Information 
If you have questions about the role, contact employmentprograms@service.nsw.gov.au
If you feel you may require an adjustment during the recruitment process, please contact Joy Lethieullier via servicedeliveryrecruitment@customerservice.nsw.gov.au

About Service NSW
Service NSW makes it easier for people and businesses across NSW to access government services. Through our digital channels, contact centre and statewide network of service centres, we deliver simpler, faster and more accessible services for millions of customers every year. We are committed to creating an inclusive workplace and building a workforce that reflects the diverse communities we serve.