Introduction
The Customer Transactions Officer at the State Insurance Regulatory Authority supports customers across Workers Compensation, Compulsory Third Party and Home Building Compensation schemes. The role combines enquiries with application processing, eligibility checks and accurate records, helping people understand and access scheme entitlements. The ongoing full-time position can be based in Gosford or Sydney, with hybrid arrangements that include at least two office days each week.
For this role, provide a resume of up to five pages and a cover letter of up to two pages explaining your motivation and relevant skills, experience and capabilities. This guide explains how to apply for Customer Transactions Officer with evidence of careful decisions and helpful customer communication. Pay particular attention to the 10:00 am closing time on 22 October 2026 when planning your submission.
Role snapshot
| Role | Customer Transactions Officer |
| Organisation | State Insurance Regulatory Authority, Department of Customer Service |
| Location | Gosford or Sydney, hybrid with a minimum of 2 office days per week, subject to DCS workplace policies |
| Employment | Ongoing full-time |
| Remuneration | Clerk Grade 3/4, $87,199 to $95,482 per annum plus superannuation and leave loading |
| Closing date | 22 October 2026 at 10:00 am |
| Job ID | 605370 |
Application requirements
- Up-to-date resume, maximum 5 pages
- Cover letter, maximum 2 pages, outlining motivation and relevant skills, experience and capabilities
Role conditions and eligibility
- Hybrid arrangements include a minimum of 2 days per week in the Gosford or Sydney office, subject to DCS workplace policies.
Candidate requirements and evidence
| Customer service and clear professional communication | Describe a customer enquiry you handled through phone, digital or written channels. Explain how you clarified the need, provided an understandable response and checked that the person knew the next step. |
| Application of legislation, policies and procedures | Show how you used a rule or procedure to assess an application, confirm eligibility or make a sound recommendation. Include how you checked the relevant information and explained the outcome to the customer. |
| Accuracy in processing and record keeping | Explain your approach to checking application details and maintaining a complete record. Include how you protected confidential information and made the record useful for a colleague or decision maker. |
| Competing priorities in a high-volume environment | Give an example of balancing new enquiries, processing work and time-sensitive matters. Identify how you triaged the workload, monitored outstanding actions and maintained accuracy under pressure. |
| Technology confidence and learning new systems | Name a system or process you learned and explain how you became reliable in using it. A useful example shows how you applied training, checked your work and used the system to support customer outcomes. |
| Adaptability and willingness to learn NSW insurance schemes | Explain how you have learned complex service rules or technical information in a previous role. Connect that learning method to the Workers Compensation, CTP and Home Building Compensation schemes without overstating knowledge you have yet to develop. |
| Teamwork and contribution to a customer-focused culture | Describe how you worked with colleagues to meet a service deadline, resolve a difficult enquiry or share useful knowledge. Include how you documented an escalation so the next person could make an informed decision. |
Example application structure
The cover letter needs to explain your motivation and demonstrate the experience you would bring to SIRA’s customer transactions work. It has a maximum length of two pages. Use the following outline to connect customer outcomes with the accuracy and judgement required in assessing applications.
Opening: explain why the role interests you and summarise the relevant service or processing experience you bring. Make the connection to helping people navigate rules and access appropriate support, using a reason that reflects your own experience.
Customer communication and assessment: present an example where you clarified an enquiry, checked the applicable requirements and explained a decision or next step. Include your judgement about what you could resolve and what needed escalation, together with the outcome for the customer.
Accuracy, records and workload: explain how you processed information carefully while managing competing priorities. Give enough detail about checking, recording and protecting information to demonstrate a reliable method. Add a specific result, such as fewer corrections, a complete handover or a deadline met, when you can support it.
Learning and teamwork: describe how you learned a system or complex service rules and worked with colleagues to deliver consistent support. Connect this to your willingness to learn the three insurance schemes. Close by bringing your motivation and strongest evidence together in a short statement of suitability.
The panel needs to see how you reached a sound decision, communicated clearly, maintained an accurate record and contributed to timely service. Keep your personal actions visible, especially where an outcome involved several team members or a specialist escalation.
Before you submit
- Keep the resume within 5 pages and the cover letter within 2 pages.
- Explain your motivation for applying as well as the skills, experience and capabilities you bring.
- Include clear evidence of applying rules, processing information accurately and helping customers understand outcomes.
- Check that claims about insurance-scheme knowledge and systems experience accurately reflect your background.
- Confirm that the Gosford or Sydney office attendance requirements suit you and check the application form for further instructions.
- Submit before 10:00 am on 22 October 2026.
Return to the official job ad and check the final portal instructions before submitting.
Help with your application
Start with an example where you helped someone understand a decision or complete a process that depended on accurate information. Explain the checks, communication and records behind the outcome, then connect that experience to SIRA’s work. Check the official vacancy page before completing the online application and allow time for the morning closing deadline.
For help choosing examples and shaping the two-page letter, visit Team 3Thirty’s customer service application help at customer service application support. You can also use the NSW cover letter template at NSW cover letter template to organise your first draft.