Interested in a fulfilling career with the New South Wales Police Force? The Customer Service Representative role based in Tuggerah on the Central Coast might be perfect for you! This position offers both full-time and part-time flexibility.
Earn a competitive salary of $70,694 to $76,857 per annum with benefits. As a Customer Service Representative, you’ll handle urgent and non-urgent public enquiries, provide accurate information, and ensure high-quality service.
This guide will help you apply for the Customer Service Representative role, detailing essential requirements, cover letter tips, and example responses to target questions. Ready to make a difference? Read on to learn more!
Table of Contents
| Position Title | Customer Service Representative |
|---|---|
| Organisation/Entity | NSW Police Force |
| Job Location | Central & North Coasts – Newcastle & Hunter Valley / Gosford, Central Coast and Region |
| Work Type | Flexibility available (Ongoing Full-Time and Part-Time) |
| Base Pay | $70,694 – $76,857 pa. Package includes salary, employer’s contribution to superannuation, and annual leave loading. |
| Closing Date | 12/01/2025 – 11:59 PM |
What is a Customer Service Representative in the NSW Police Force
The New South Wales Police Force (NSWPF) stands as one of the most extensive police organisations in the western world, boasting over 20,000 personnel. This includes more than 4,000 administrative staff who support the sworn officers. Together, they deliver a comprehensive array of law enforcement services around the clock, every day of the week, to the diverse communities of NSW, characterised by its social, geographical, and cultural variety.
Embark on a fulfilling career as a Customer Service Representative within the esteemed NSW Police Force. This pivotal role is part of the PoliceLink Command, where you will be at the forefront of customer service delivery. Your responsibilities will include responding to and processing both urgent and non-urgent enquiries from the public, providing accurate information and advice, and escalating issues when necessary. By joining this dedicated team, you contribute to the NSW Police Force’s mission of maintaining law and order across a socially, geographically, and culturally diverse community, ensuring public safety and enhancing community relations.
Working as a Customer Service Representative with the NSW Police Force comes with its unique set of challenges. You will often find yourself managing high-pressure situations where timely and accurate responses are crucial. Handling a wide range of enquiries requires excellent problem-solving skills and the ability to remain composed under stress. Additionally, maintaining professionalism in every interaction, regardless of the circumstances, is essential. Balancing multiple tasks while ensuring each customer receives the attention they deserve can be demanding, but these challenges also provide opportunities for personal and professional growth.
Benefits of working for the NSW Police Force as a Customer Service Representative
Considering a career as a Customer Service Representative with the NSW Police Force offers numerous benefits:
- Flexible Work Options: Achieve the ideal work-life balance with adaptable scheduling. Both full-time and part-time roles are available, designed to fit your lifestyle.
- Full-time role: 8 shifts per fortnight.
- Part-time role: 7 shifts of 5 hours each per fortnight.
- Guaranteed Time Off: Benefit from rotating shifts that allow you to secure blocks of days off without needing to take additional leave, offering predictable downtime to recharge.
- Boosted Earnings Through Shift Work Benefits: Increase your take-home pay with generous shift penalties and allowances:
- Earn 50%, 75%, or 150% penalties for shifts on Saturdays, Sundays, and public holidays.
- Receive 10-15% weekday shift allowances for specific start times.
- Competitive Salary Package: Enjoy a base salary starting at $70,694, along with:
- Employer contributions to superannuation.
- Annual leave loading, ensuring extra pay during your time off
Application Requirements for Customer Service Representative role at NSWPF
Applying for the Customer Service Representative position involves several key steps to ensure your application stands out:
- Electronic Submission: All applications must be submitted electronically via the I Work for NSW website.
- Cover Letter and Resume: Attach a cover letter (maximum of 2 pages) and an up-to-date resume that clearly outlines your relevant skills and experience.
- Target Questions: Address each of the provided target questions within the online application or as a separate document, adhering to the 300-word limit per question.
After submitting your application, candidates who demonstrate the required capabilities will be invited to complete online assessments, followed by an assessment centre for further technical skill evaluation. Successful applicants will then proceed to a panel interview. Prior to commencing employment, a rigorous National Police (criminal history) Check and Security Clearance are mandatory.
Target Questions for Customer Service Representative
Target Questions are similar to interview questions, but they provide you with the valuable advantage of time to prepare and refine your responses. This allows you to showcase your skills and experiences more effectively, ensuring that you present the best possible answers.
Below are the target questions for this role. You can find suggested answers in the example cover letter that follows:
Target Question 1: Provide an example of a time when you resolved a complex enquiry for a customer. How did you approach it?
Target Question 2: How do you ensure you meet your individual performance targets in your workplace? Please provide an example.
Essential Role Requirements for Customer Service Representative
To secure the job, hiring managers need to ensure their chosen candidate satisfies all the essential role requirements. If they can’t demonstrate this, your application, regardless of your qualifications, won’t pass muster.
This makes it essential to meticulously address each requirement in your application. Customising your cover letter to highlight how you meet each requirement demonstrates your understanding of the role and makes the hiring manager’s decision easier in your favour.
To qualify for the Customer Service Representative role, applicants must meet the following essential requirements. Ensure that you clearly identify these as part of your cover letter.
- Commitment to Rotational Shift Work: Ability to work across various shifts to ensure 24/7 coverage.
- Training Completion: Willingness to undertake and successfully complete training in all PoliceLink business streams and obtain a Certificate III in Public Safety.
- Documentation: Provide a full birth certificate as part of the application process.
Application Checklist for Customer Service Representative
| Checklist Item | Details |
|---|---|
| Cover Letter | 2 pages maximum, addressing target questions |
| Resume | Up-to-date, detailing relevant skills and experience |
| Target Questions | Responses to provided questions within 300-word limit each |
| Birth Certificate | Provide a full birth certificate |
Understanding and Addressing Focus Capabilities
To strengthen your application, it’s crucial to align your skills and experiences with the NSW Capability Framework. Begin by reviewing the focus capabilities outlined in the role description. Incorporate these capabilities into your cover letter and responses to target questions to demonstrate your suitability for the role. Understanding and addressing these focus capabilities showcase your readiness to meet the role’s demands and contribute effectively to the NSW Police Force.
See the below table for the focus capabilities for this role.
| Focus Capability | Level | Key Behaviours | Examples for Cover Letter |
|---|---|---|---|
| Manage Self | Foundational | – Be willing to develop and apply new skills – Show commitment to completing assigned work activities – Look for opportunities to learn and develop – Reflect on feedback from colleagues and stakeholders | “In my previous role, I proactively sought out training opportunities to enhance my skills in project management. I consistently received positive feedback from colleagues and used it to improve my work efficiency.” |
| Commit to Customer Service | Intermediate | – Focus on providing a positive customer experience – Support a customer-focused culture in the organisation – Demonstrate a thorough knowledge of the services provided and relay this knowledge to customers – Identify and respond quickly to customer needs – Consider customer service requirements and develop solutions to meet needs – Resolve complex customer issues and needs – Cooperate across work areas to improve outcomes for customers | “While working at ABC Company, I led initiatives to improve customer satisfaction by implementing a new feedback system that reduced response times. My team and I resolved complex customer issues, enhancing overall service quality.” |
| Plan and Prioritise | Foundational | – Plan and coordinate allocated activities – Re-prioritise own work activities on a regular basis to achieve set goals – Contribute to the development of team work plans and goal setting – Understand team objectives and how own work relates to achieving these | “In my role at XYZ Corp, I regularly re-prioritised my tasks to meet project deadlines and contributed to the development of our team’s quarterly goals, ensuring alignment with the company’s strategic objectives.” |
| Technology | Intermediate | – Demonstrate a sound understanding of technology relevant to the work unit – Identify and select the most appropriate technology for assigned tasks – Use available technology to improve individual performance and effectiveness – Make effective use of records, information, and knowledge management functions and systems – Support the implementation of systems improvement initiatives – Support the introduction and roll-out of new technologies | “At DEF Inc., I led the implementation of a new software tool that streamlined our data management processes, significantly improving our team’s productivity. I also trained colleagues on the new system, ensuring a smooth transition.” |
The NSW Capability Framework provides a comprehensive guide to the skills and behaviours valued by the NSW Public Sector. By tailoring your CV and cover letter to reflect these capabilities, you highlight your alignment with the organisation’s expectations and enhance your chances of securing the position.
Candidate Profile for Customer Service Representative
For this cover letter, I will assist Bob. Bob has been employed in a sales and support position at a prominent telecommunications company. His role encompasses a diverse range of responsibilities, including handling sales inquiries and providing first-level technical support.
Bob is eager to apply for the Customer Service Representative role at the NSW Police Force because he is passionate about serving the community and making a meaningful impact. He believes that his extensive experience in customer service and technical support makes him well-suited for this position. Bob is particularly drawn to the opportunity to work in a respected public sector organisation, where he can contribute to the safety and well-being of the diverse communities of NSW. He is excited about the prospect of bringing his skills and dedication to a role that supports law enforcement and enhances public service.
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Example Cover Letter
Dear Hiring Manager
I am writing to express my interest in the Customer Service Representative role at the New South Wales Police Force. With my extensive experience in sales and support at a leading telecommunications company, I am confident in my ability to meet the demands of this position and contribute positively to your team.
I have honed my skills in customer service, problem-solving, and technical support over several years. I am particularly excited about this opportunity because it aligns perfectly with my passion for serving the community and my desire to work within a respected public sector organisation. I believe my background and experiences uniquely position me to excel in this role.
First, I will address the two target questions as requested and then demonstrate how I meet the essential role requirements.
Target Question 1: Provide an example of a time when you resolved a complex enquiry for a customer. How did you approach it?
In my current role, I often handle complex customer enquiries that require detailed solutions. On one occasion, I received a call from a customer experiencing persistent technical issues with their service, which had not been resolved despite multiple previous attempts.
I took ownership of the issue, carefully listened to the customer’s concerns, and performed a thorough diagnostic analysis. I coordinated with our technical team to identify the root cause and provided a comprehensive explanation to the customer.
Throughout the process, I kept the customer informed of each step and managed their expectations. The issue was successfully resolved, leading to restored service and a very satisfied customer who praised my dedication and clear communication. This experience reinforced my problem-solving skills and my commitment to customer satisfaction.
Target Question 2: How do you ensure you meet your individual performance targets in your workplace? Please provide an example.
Meeting performance targets has been a pivotal aspect of my role in sales and support. To consistently achieve these targets, I needed to balance quality customer interactions with efficient time management. I set clear daily goals and monitored my progress against these targets.
For example, at the beginning of each month, I would analyse our sales data to identify trends and set specific, measurable goals for myself. This included aiming to increase customer retention by 10% and improving first-call resolution rates. To achieve this, I implemented a customer relationship management (CRM) system to better track and manage customer interactions. This system allowed me to prioritise high-impact tasks such as follow-up calls and resolving outstanding customer issues promptly.
Additionally, I organised weekly team meetings to share best practices and gather feedback. This collaborative approach enabled us to identify common challenges and develop effective solutions. I also sought regular feedback from my supervisor, which helped me fine-tune my strategies and stay aligned with the company’s goals.
By maintaining this disciplined and proactive approach, I not only met but frequently exceeded my performance targets. For instance, I increased customer retention rates by 15% over six months and improved our first-call resolution rate by 20%. My efforts were recognised through several employee of the month awards and positive feedback from both customers and colleagues, which reinforced my commitment to delivering exceptional customer service and achieving top performance metrics within my team.
Essential Role Requirements for Customer Service Representative
Commitment to Rotational Shift Work: I am fully committed to working across various shifts to ensure 24/7 coverage. In my previous role, I regularly adjusted to different shifts, demonstrating my flexibility and dedication.
Training Completion: I am eager to undertake and successfully complete training in all PoliceLink business streams and obtain a Certificate III in Public Safety. My willingness to learn and adapt to new responsibilities will enable me to excel in this role.
Documentation: I will provide a full birth certificate as part of the application process, ensuring compliance with all necessary documentation requirements.
I am enthusiastic about the opportunity to bring my skills and experience to the New South Wales Police Force. I believe that my background in customer service and technical support, combined with my commitment to continuous learning and flexibility, make me a strong candidate for this position.
Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to your team.
Yours sincerely,
Bob
Explain the STAR Technique
The STAR technique is a structured method for responding to behavioural interview questions by outlining the Situation, Task, Action, and Result of a specific experience. This method is particularly effective in public sector applications and interviews, such as those for the NSW Police Force, as it provides clear and concise examples of your capabilities.
- Situation: Describe the context within which you performed a task or faced a challenge.
- Task: Explain the actual task or responsibility that was involved.
- Action: Detail the specific actions you took to address the task or challenge.
- Result: Share the outcomes or results of your actions, highlighting what you accomplished.
Using the STAR technique in your cover letter and interview responses helps demonstrate your problem-solving abilities, leadership skills, and how you handle various work scenarios. In Bob’s cover letter above, he effectively uses the STAR method to illustrate his experience in resolving complex customer enquiries and consistently meeting performance targets. This approach showcases his suitability for the Customer Service Representative role at the New South Wales Police Force by highlighting his relevant skills and dedication to customer satisfaction.
Interview and Assessment Process for Customer Service Representatives
After submitting your application, candidates who demonstrate the required capabilities will be invited to complete online assessments, followed by an assessment centre for further technical skill evaluation. Successful applicants will then proceed to a panel interview. Prior to commencing employment, a rigorous National Police (criminal history) Check and Security Clearance are mandatory.
Preparing for your interview is crucial to making a strong impression. The NSW Public Service Commission offers a Capability Application Tool that provides valuable resources, including example interview questions. Here are five example questions you might encounter for the Customer Service Representative role:
- Describe a situation where you had to develop a new skill to complete a task. How did you approach learning this new skill, and what was the outcome? (Manage Self – Foundational)
- Can you provide an example of a time when you resolved a complex customer issue? What steps did you take to ensure the customer’s needs were met and how did you handle any challenges that arose? (Commit to Customer Service – Intermediate)
- Tell me about a time when you had to re-prioritise your work activities to meet a goal. How did you manage your tasks and ensure that all priorities were addressed? (Plan and Prioritise – Foundational)
- Explain a scenario where you had to use new technology to improve your work performance. What technology did you use, and how did it benefit your tasks or your team? (Technology – Intermediate)
- Discuss a project where you had to plan and coordinate activities while also seeking opportunities to learn and develop new skills. How did you balance these demands, and what did you learn from the experience? (Manage Self – Foundational & Plan and Prioritise – Foundational)
Tips for Interview Preparation:
- Understand the Role: Familiarise yourself with the job description and the NSW Capability Framework.
- Practice STAR Responses: Prepare structured responses using the STAR technique to articulate your experiences clearly.
- Research the Organisation: Gain insights into the NSW Police Force’s values, mission, and community engagement initiatives.
- Dress Appropriately: Present yourself in professional attire that reflects the organisation’s standards.
- Prepare Questions: Have thoughtful questions ready to ask the interviewer about the role and the team.
During the interview, demonstrate your communication skills, problem-solving abilities, and commitment to public safety. Show enthusiasm for the role and how your background aligns with the NSW Police Force’s objectives.
Good luck with your application!
Embarking on a career as a Customer Service Representative with the NSW Police Force is a commendable step towards making a meaningful impact within your community. This role not only offers professional growth and comprehensive benefits but also provides the opportunity to contribute to public safety and support a diverse and inclusive team. Embrace the chance to develop your skills, engage with the community, and be part of a respected organisation dedicated to maintaining law and order. Your journey towards a fulfilling and rewarding career begins here—take the first step and apply today!
