The Customer Service Representative at the NSW Police Force works in PoliceLink Command in Lithgow, responding to non-urgent contacts from members of the community. The role involves processing enquiries, providing information under legislation, policy and procedure, and escalating matters when another response is required. Ten full-time and part-time opportunities are included in this recruitment. View the official job ad.
When planning how to apply for Customer Service Representative, use examples that show calm, accurate service during a real enquiry. The panel needs to see how you gathered the important facts, selected the correct advice or process, communicated it clearly and created a reliable record. Community-service motivation is useful when it is backed by evidence of how you work.
PoliceLink operates across a rotational roster from Monday to Sunday between 6am and 10pm. Your application should therefore show that you can maintain judgement, service quality and composure across a busy contact environment and varied shifts. Make sure you are comfortable with the roster, training and security conditions before applying.
The role is Clerk Grade 1/2 with an advertised salary of $78,000 to $84,799 per year. Applicable shift penalties and allowances are paid for particular weekends, public holidays and weekday start times. Applications close Sunday 30 August 2026.
In This Guide
- Role snapshot
- Application requirements
- Candidate requirements
- Example application structure
- Application help
Customer Service Representative Role Snapshot
| Role title | Customer Service Representative |
|---|---|
| Organisation | NSW Police Force, PoliceLink Command |
| Job location | Lithgow |
| Job reference number | 0000BD5I |
| Work type | 10 full-time and part-time opportunities; ongoing and up-to-two-year arrangements are described |
| Total remuneration package | Clerk Grade 1/2, $78,000 to $84,799 per year, plus applicable shift penalties and allowances |
| Closing date | Sunday 30 August 2026 |
| Official job ad | View the official job ad |
NSW Government Application Requirements
The requested documents and page limit form part of the screening process. Submit only the documents requested, keep the cover letter within two pages and make every paragraph help the panel assess your fit for the PoliceLink work.
Application Requirements For Customer Service Representative
- Cover letter, maximum 2 pages.
- Up-to-date resume clearly detailing skills and experience relevant to the role.
Do not attach qualifications, certificates or other documents at the application stage. The advertisement asks applicants to provide only the cover letter and resume.
Essential Role Requirements
- You must be able to perform rotational shift work from Monday to Sunday between 6am and 10pm.
- You must be prepared to complete PoliceLink business-stream training successfully.
- Successful candidates must provide a full birth certificate.
- The preferred candidate must complete a National Police criminal-history check and obtain and maintain the security clearance required by the NSW Police Force.
NSW Government Candidate Requirements
The public advertisement does not reproduce the role description’s focus capabilities. The evidence areas below are practical application guidance grounded in the PoliceLink responsibilities, service environment and selection conditions.
Candidate Requirements For Customer Service Representative At NSW Police Force
| Requirement or capability from role | How to demonstrate it |
|---|---|
| Non-urgent customer enquiry handling | Use a contact-centre or service example where you gathered the relevant facts, responded professionally and brought the enquiry to a clear next step. |
| Advice under legislation, policy or procedure | Explain how you found and applied the correct rule or procedure, checked your interpretation and communicated the advice in plain language. |
| Judgement and escalation | Describe a matter you could not resolve at first contact. Show how you assessed urgency or risk, selected the right escalation path and passed on complete information. |
| Accurate processing and records | Give an example that shows the checks you used when recording details, updating a system or processing a customer contact. Include the effect of that accuracy on the next person handling the matter. |
| Service under sustained demand | Show how you maintained composure, communication quality and productivity across a busy period, changing priorities or a rostered service environment. |
Example Application Structure For Customer Service Representative
The application requires an up-to-date resume and a cover letter that carries the main written argument for your suitability. The cover letter has a maximum of two pages. The table below shows how to use that limited space to present evidence that fits PoliceLink’s customer-service and processing work.
| Cover letter section | What to include |
|---|---|
| Opening paragraph | Explain your interest in serving the community through PoliceLink and summarise the customer-service, judgement and processing experience you will demonstrate. |
| Non-urgent customer enquiry handling | Use one detailed example to show how you gathered information, communicated with the customer and progressed the enquiry. |
| Advice under legislation, policy or procedure | Explain the rule or process you applied, the checks you completed and how you made the advice understandable. |
| Judgement and escalation | Show how you recognised a matter that needed escalation and transferred it with the information the receiving person required. |
| Accurate processing and records | Briefly demonstrate your attention to detail in a system, database or case record and the operational result of that accuracy. |
| Service under sustained demand | Connect your experience to a rostered, high-volume environment and confirm your ability to work across the advertised shift span. |
| Closing paragraph | Reinforce your fit, community-service motivation and readiness to complete the required training and screening. |
What The Panel Will Want To See In Your Examples
- A complete customer enquiry showing what you personally did.
- Accurate advice linked to the relevant rule, procedure or service process.
- Sound judgement about when and how to escalate a matter.
- Clear records that supported the next action or decision.
- Composure and consistency in a high-volume or rostered setting.
- A measurable or observable result for the customer, team or service.
Help With Your Customer Service Representative Application
A two-page limit means your examples need to be selective and specific. Start with the free NSW cover letter template, then adapt it around the PoliceLink responsibilities and your strongest customer-contact evidence. For tailored help with the application, request professional application support. Review the official job ad and linked role description before submitting.