EOI - Digital Service Representative November

JOB.TITLE Expression of Interest – Internal Trainees, Service NSW T his EOI is open exclusively to Service NSW trainees who have successfully completed their traineeship. SNSW Clerk Grade: 2/3 Service Centre Roles: Digital Service Representative Please note : Not all trainees will be eligible to apply for this Expression of Interest.

Eligibility is subject to meeting the requirements of GSE Rule 26. To apply, you must: Have completed the required duration of on-the-job experience with Service NSW. Have completed all qualification requirements and are eligible for sign-off by Training Services NSW as having successfully completed your traineeship. Have obtained approval from your direct manager to apply for this Expression of Interest. Apply only for the role you have been undertaking during your traineeship. About the roles Service Centre: Digital Service Representative Provide face-to-face customer service and support, autonomously assisting customers with enquiries, identifying their needs, and connecting them with appropriate services and solutions. Deliver a positive customer experience through professional, efficient, and customer-focused interactions while working independently and taking ownership of customer outcomes. How to apply Please submit your resume and responses to the targeted questions below. When responding to the questions, provide a specific real-life example from your Service NSW experience. We are interested in understanding how you communicated with customers, provided support, and maintained a professional approach in challenging situations. Focus on the actions you took, the skills you demonstrated, and the outcome you achieved. Targeted Questions

1. Describe a time when you assisted a customer who was upset or frustrated because they were having difficulty understanding the steps needed to complete a process or transaction online. In your response, tell us: What the situation was. How you communicated with the customer and explained the steps or requirements in a way they could understand. How did you respond to the customer's concerns or emotions. What actions did you take to help them complete the process. What was the outcome.
2. Describe a time when a customer enquired about a process where you were not familiar with the legislation, policy, or requirements needed to answer their enquiry. In your response, tell us: What the situation was. How did you communicate with the customer. What steps did you take to find the correct information and assist them. How did you manage the customer's expectations while resolving their enquiry. What was the outcome and what did you learn from the experience. Recruitment process Once your application is received, it will be reviewed to confirm eligibility. Eligible applicants will be contacted and advised of the next stages of the assessment process. As part of the recruitment process, you will also be required to complete pre-employment checks. Further information Please be advised that this process will be overseen by the Service NSW Employment and Leadership Programs team in collaboration with the respective Group Training Organisation (GTO) and the Department of Customer Service (DCS) Talent Acquisition teams. We value diversity and can accommodate the assessment process to suit your individual needs whilst ensuring compliance in accordance with the Government Sector Employment (GSE) Act. Enquiries For enquiries relating to eligibility please email at [email protected]. For enquiries relating to recruitment process please email at [email protected]