Introduction
The Customer Service Representative at Service NSW works across Eden and Bega, helping customers with government services at the counter and over the phone. Eden is the spoke centre for Bega. One ongoing part-time contract is available for 20 hours per week, with a minimum four-hour shift Monday to Friday.
The role combines customer rapport with detailed work across several systems. Your letter can show how you made a complex enquiry easier for a customer while keeping their information secure. The panel needs evidence of the service you delivered and the decisions behind it.
Prepare a resume and cover letter that address the focus capabilities in the role description. Check the travel between centres and final roster before preparing the application. Both documents need to be ready for a Friday morning deadline.
View the official job ad before preparing your documents.
In this guide
Role snapshot
| Detail | Role information |
|---|---|
| Role title | Customer Service Representative |
| Organisation | Service NSW, Department of Customer Service |
| Location | Eden and Bega Service Centres |
| Job reference | req54646 |
| Work type | One ongoing part-time contract, 20 hours per week; location-specific talent pool |
| Salary or remuneration | SNSW Clerk Grade 3/4, starting annual salary $74,118 plus superannuation and leave loading |
| Closing date | Friday 9 October 2026 at 9:59am |
| Official job ad | View the official job ad |
Application requirements
- Resume
- Cover letter showing your experience and how you meet the role description’s focus capabilities
The written application includes a cover letter and resume without specified page limits. Our recommendation is a focused two-page cover letter, subject to the application form’s instructions. Use the role description to select the official focus capabilities you address.
Eligibility and work conditions
- Satisfactory national criminal record check
- Ability to work between Eden and Bega Service Centres
- The current contract is 20 hours per week, Monday to Friday, with a minimum four-hour shift; confirm the final roster
Candidate evidence
Use the areas below to choose examples from your experience. They offer practical application guidance; read the role description for the employer’s full requirements and any official focus capabilities.
| Requirement or evidence area | How to demonstrate it |
|---|---|
| Customer-facing experience and rapport | Choose an interaction where you made a person feel heard while working towards a practical solution. Explain how you adjusted the conversation to the customer’s circumstances. |
| Complex enquiries and several systems | Describe the information you checked and how you used different systems to find a reliable answer. Include how you kept the customer informed while investigating. |
| Accurate handling of confidential information | Show the identity or record checks you used and how you kept personal information secure. Explain your decisions without including identifiable customer details. |
| Working with colleagues under pressure | Use an example of sharing work or arranging a handover during a busy period. Clarify your own actions and how they supported a positive customer experience. |
| Adapting to changing service needs | Explain how you learned a process or adjusted your work when priorities changed. Include any feedback that helped improve the way you delivered the service. |
Application structure
The cover letter needs to connect your customer service experience to the work across Eden and Bega. We recommend keeping it within two pages unless the application form gives a different limit. The table shows how to organise evidence before matching it to the official focus capabilities.
| Cover letter section | What to include |
|---|---|
| Opening | Identify the role and reference req54646, and connect your experience to the ongoing part-time work across the two centres. |
| A complex customer enquiry | Describe the problem, the information you checked and the way you explained the resolution. |
| Confidentiality and accuracy | Show the controls you followed while handling personal information and working between systems. |
| Team contribution | Explain how you coordinated with colleagues to keep service moving during a busy or changing period. |
| Closing | State your interest in Eden and Bega and refer to the relevant experience in your resume. |
What the panel will want to see in your examples
- An example that makes your interaction with a customer easy to understand.
- Evidence of accurate checking when an enquiry required several systems.
- Responsible decisions about confidential records.
- A practical account of collaborating during a busy service period.
Before you submit
Check that the application names the Eden and Bega opening, reference req54646. Review the focus capabilities and any questions in the form before uploading your documents. Confirm the final roster and ability to work between centres, then submit before 9:59am on Friday 9 October.
Read the official job ad and application instructions again before uploading your documents.
Help with your application
Team 3Thirty can help organise your customer-facing examples so the letter shows how you handled the enquiry, used the systems and supported the customer.
The NSW cover letter template can help if the application includes a cover letter. You can also ask for help preparing your application once you have checked the role and chosen your examples.