Introduction
The Customer Service Representative role at NSW Police Force’s PoliceLink Command in Lithgow handles urgent and non-urgent contact, including Triple Zero calls. The work requires clear communication while collecting and processing information accurately. It suits applicants who can stay composed when a caller needs help and maintain attention to the task during a demanding conversation.
When working out how to apply for Customer Service Representative in Lithgow, start with the required two-page cover letter and an up-to-date resume. Choose examples of handling difficult or time-sensitive enquiries and following a defined procedure. Explain what you heard, the information you checked and how your actions helped the person or service respond.
Both ongoing full-time and part-time applicants will be considered, and the role operates on a rotating 24-hour, seven-day roster. Successful candidates undertake training across PoliceLink’s business streams and complete Certificate III in Public Safety. Read the roster, eligibility and security conditions carefully so your application reflects a work pattern you can sustain.
View the official job ad and keep its application instructions open while you plan.
Customer Service Representative role snapshot
| Role | Customer Service Representative |
| Organisation | NSW Police Force, PoliceLink Command |
| Location | Lithgow |
| Employment | Ongoing full-time and part-time |
| Salary or remuneration | $78,000 to $84,799, Clerk Grade 1/2, with applicable shift penalties and allowances |
| Job ID | 602795 |
| Closing date | Sunday 18 October 2026; confirm the exact time in the application portal |
NSW Government application requirements
Build the two-page letter around a difficult customer enquiry and an example of accurate work under pressure. Make your own actions and the result easy to identify.
Application requirements for Customer Service Representative
- Cover letter, maximum two pages
- Up-to-date resume detailing relevant skills and experience
Use the two-page letter to explain your relevant service experience, and attach the requested documents. Keep qualification and certificate copies ready for interview if requested.
Role conditions and qualifications
- Australian citizen, Australian permanent resident or New Zealand citizen
- Rotational shifts covering 24 hours a day, seven days a week
- Full-time pattern: eight shifts per fortnight; part-time pattern: seven five-hour shifts per fortnight
- Successful completion of training in all PoliceLink business streams and Certificate III in Public Safety
- Full birth certificate required
- National Police criminal history check and ability to obtain and maintain the NSW Police Force’s required security clearance
Candidate evidence for Customer Service Representative
Respond to and process urgent and non-urgent enquiries to NSW Police Force, including Triple Zero calls, as part of PoliceLink Command’s round-the-clock service. The evidence areas below help you choose examples for that work.
| Requirement or evidence area | How to demonstrate it |
|---|---|
| Clear communication in urgent service situations | Explain how you listened to a distressed or hurried caller, asked useful questions and kept your instructions easy to understand. |
| Accurate enquiry processing | Describe how you captured important details, checked their accuracy and used a system or procedure to progress the enquiry. |
| Composure and judgement | Choose an interaction where pressure was high and show the decisions that helped you maintain a useful, professional response. |
| Reliable teamwork | Show how you handed over information or worked with colleagues so a customer matter continued smoothly. |
| Learning procedures and systems | Explain how you learned a new service process or computer system and applied it accurately during customer contact. |
Example application structure for Customer Service Representative
Provide the cover letter, maximum two pages, and an up-to-date resume. Use the outline below to demonstrate careful call handling and reliable service under pressure.
| Application section | What to include |
|---|---|
| Opening | Introduce your customer-contact experience and why PoliceLink’s Lithgow service interests you. |
| Urgent or difficult enquiry | Set out the caller’s needs, the questions you asked and how you communicated while the situation was demanding. |
| Accuracy and procedure | Explain how you recorded details, checked information and followed the process needed to progress the matter. |
| Teamwork and learning | Describe a useful handover or a service procedure you learned and applied during busy customer contact. |
| Eligibility and roster | Briefly address the citizenship or residency requirement, rotational shifts and willingness to complete the required training. |
| Closing | Reinforce your fit for PoliceLink and ensure the resume supports the examples used in the letter. |
Before you submit
Keep the cover letter within two pages and check that the resume gives relevant, current experience. Confirm you meet the eligibility, shift and training requirements and understand the security checks. Attach only the requested documents, and check the application form for any final questions before the 18 October deadline.
Return to the official vacancy for the final document and deadline check.
Help with your Customer Service Representative application
If you want help organising your own evidence and preparing the written documents, request application support from Team 3Thirty. Bring the vacancy and your current CV so the application can address the work you have actually done.