If you’re looking for a rewarding customer service job in the government sector, this Senior Customer Service Officer position at the NSW Department of Education might be just what you need. This role offers a competitive salary, flexible work arrangements, and the opportunity to support Australia’s largest provider of public education. You’ll help shape the day-to-day experience of both internal and external clients, ensuring their needs are met efficiently while keeping them informed.
Throughout this article, you’ll learn exactly what the Senior Customer Service Officer role entails, what the Department of Education is seeking, and how to prepare a strong application for a government job. I’ll explore everything from the Focus Capabilities to how to tailor your government cover letter, while also providing you with an in-depth example cover letter and interview guidance.
One of the biggest challenges in any customer service job is striking a balance between high-volume efficiency and genuine human connection. In a government setting, the stakes can be even higher due to strict protocols, diverse stakeholders, and a significant impact on the community. That’s why mastering the right approach—especially within the NSW Public Sector—can set you apart from other candidates and unlock pathways to long-term career growth.
If you’re new to public sector recruitment, check out this unofficial guide to NSW Public Sector recruitment for more insider tips.
Table of Contents
Senior Customer Service Officer Salary and Overview
| Position Title | Senior Customer Service Officer |
| Organisation/Entity | Department of Education |
| Job Location | Parramatta / Flexible working arrangements (Sydney) |
| Work Type | Ongoing, Full-Time |
| Base Pay | $82,193 to $90,001 plus super & annual leave loading |
| Closing Date | 20/04/2025 |
This is a customer service job designed for those who want to make a tangible impact. With the NSW Department of Education, you’ll be part of a high-performing team dedicated to providing efficient, helpful, and accurate service across the state’s largest public education system.
About the Customer Service Job With NSW Department of Education
The Department of Education serves two-thirds of the state’s student population, making it one of the most significant public education providers in Australia. In this Senior Customer Service Officer role, you’ll work within a Shared Services Contact Centre environment—fielding enquiries from both internal and external customers. You’ll be supporting a centralised team that handles diverse issues, from general enquiries to more complex matters requiring referral to a Centre of Expertise.
Since the position involves maintaining an enquiries database, you’ll leverage top-notch record-keeping skills and a keen attention to detail. Most importantly, you’ll continuously strive to keep the customer at the forefront of everything you do, focusing on prompt, confidential, and reliable services. This role is ideal for individuals keen to explore how to get a job in customer service within the NSW Public Sector, especially those transitioning from retail to government.
At a high level, this role is all about delivering responsive, customer-focused support within a busy contact centre environment. As a Senior Customer Service Officer, you’ll handle a wide range of enquiries—ensuring every interaction is confidential, accurate, and guided by empathy. You’ll also know when to escalate complex issues to subject matter experts, keeping things moving efficiently. Your day-to-day work involves using internal knowledge systems to provide reliable information, logging each interaction in a customer management system, and supporting broader reporting efforts by tracking referral and enquiry data. It’s a dynamic role that blends frontline service with behind-the-scenes precision.
Challenges for the Senior Customer Service Officer
Working in a government customer service capacity brings unique challenges. You’ll often face strict protocols, data privacy considerations, and high-volume demands. Specifically:
- Handling High-Volume Enquiries: Balancing multiple phone calls, emails, and digital queries while maintaining accuracy can be demanding.
- Ensuring Confidentiality: Public education matters often involve sensitive information, requiring diligent record management.
- Meeting KPIs: You must fulfill performance targets without sacrificing quality customer interactions.
- Rotational Roster: The Contact Centre operates between 7:30 am and 6:00 pm, Monday to Friday, requiring adaptability and shift work availability.
These demands highlight why the Department Of Education values applicants who thrive under pressure and demonstrate outstanding communication skills. If you’ve wondered how to transition from retail or customer service to a government job, this could be a perfect stepping stone that builds on your core customer service strengths.
Why Senior Customer Service Officer Is a Great Opportunity
Beyond the competitive salary and benefits, this role offers many reasons to jump in:
- Flexible Working Arrangements: You can enjoy a work-life balance with options to work from home or in the office.
- Ongoing Role: This is a full-time, permanent opportunity—offering excellent stability and long-term prospects.
- Talent Pool Potential: This recruitment process can place you in a pool considered for similar roles at the same grade over the next 18 months—ideal if you’re exploring how to find government customer service jobs in the future.
- Professional Advancement: Being part of the NSW Public Sector opens doors to broad career pathways, allowing you to move between various government roles.
- Exposure to Diverse Challenges: You’ll handle enquiries from a wide range of stakeholders, giving you robust experience that can accelerate your career development.
- Shift Work Consistency: The set hours (7:30 am to 6:00 pm) mean you have the stability of standard business days, though with some rotation.
Additionally, you’ll contribute to a significant mission—supporting the public education system. You’ll be trained, supported, and set up to grow. This job is a great way to break into the NSW government and stick around.
Application Requirements For This Customer Service Job
Senior Customer Service Officer Application Process
When you’re ready to apply, you will need to submit two key documents:
- Cover Letter (maximum 2 pages)
- Resume (maximum 5 pages)
You’ll also be asked to respond to the following pre-screening question in up to 400 words:
“Describe a time when you worked in a high-volume contact centre. How did you manage to ensure KPIs were met, and what steps did you take to maintain a high standard of customer satisfaction?”
There are no other target questions for this customer service job, so be sure to highlight your relevant customer service experience in your cover letter.
Essential Role Requirements
You’ll need to clearly demonstrate the below requirements to be considered for this government customer service job:
- Capacity to work a rotational roster between 7:30 am and 6:00 pm, Monday to Friday.
- Experience working with record management systems.
- Familiarity with SAP systems and processes.
- Demonstrate strong communication skills to work effectively with a range of customers.
- Experience working in customer service and ability to put the customer at the forefront.
- Strong understanding of public education values and commitment to upholding them.
- Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people
What to Include in Your Government Cover Letter
Your cover letter for this customer service job should address both the Essential Requirements and the pre-screening question. I’ll show you how in an example cover letter below.
If this is your first time writing a cover letter for a government job, read all these free resources on how to get it right.
Understanding and Addressing Focus Capabilities
Within the NSW Public Sector, roles list specific Focus Capabilities that relate to the NSW Capability Framework. These capabilities outline the skills and behaviours you must demonstrate in the government recruitment process. This includes through your resume, cover letter, interview and any other assessments.
You can find the focus capabilities at the end of the role description. Make sure you always note what level is required, as the difference between levels can change how you need to address the requirements. For this customer service job, the focus capabilities are all at the intermediate level.
| Capability | Behavioural Indicators (All Intermediate Level) |
|---|---|
| Display Resilience and Courage Be open and honest, prepared to express your views, and willing to accept and commit to change | • Be flexible and adaptable and respond quickly when situations change • Offer own opinion and raise challenging issues • Listen when ideas are challenged and respond appropriately • Work through challenges • Remain calm and focused in challenging situations |
| Manage Self Show drive and motivation, an ability to self-reflect and a commitment to learning | • Adapt existing skills to new situations • Show commitment to achieving work goals • Show awareness of own strengths and areas for growth, and develop and apply new skills • Seek feedback from colleagues and stakeholders • Stay motivated when tasks become difficult |
| Communicate Effectively Communicate clearly, actively listen to others, and respond with understanding and respect | • Focus on key points and speak in plain English • Clearly explain and present ideas and arguments • Listen to others to gain an understanding and ask appropriate, respectful questions • Promote the use of inclusive language and assist others to adjust where necessary • Monitor own and others’ non-verbal cues and adapt where necessary • Write and prepare material that is well structured and easy to follow • Communicate routine technical information clearly |
| Commit to Customer Service Provide customer-focused services in line with public sector and organisational objectives | • 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 |
| Think and Solve Problems Think, analyse and consider the broader context to develop practical solutions | • Identify the facts and type of data needed to understand a problem or explore an opportunity • Research and analyse information to make recommendations based on relevant evidence • Identify issues that may hinder the completion of tasks and find appropriate solutions • Be willing to seek input from others and share own ideas to achieve best outcomes • Generate ideas and identify ways to improve systems and processes to meet user needs |
| Technology Understand and use available technologies to maximise efficiencies and effectiveness | • Demonstrate a sound understanding of technology relevant to the work unit, and 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, and the introduction and roll-out of new technologies |
Application Checklist
| Review the full role description for the Senior Customer Service Officer position and identify the Focus Capabilities. |
| Write a strong government cover letter using a simple template |
| Use STAR examples to address any essential requirements or target questions. |
| Get your cover letter reviewed by a government expert |
| Submit your application before the closing date: 20/04/2025 |
Candidate Profile
Meet Grace – a dedicated and personable customer service representative with five years of frontline experience in the retail sector. Grace is now eager to take the next step in her career and transition into the public service, where she can apply her strong communication skills, attention to detail, and customer-focused mindset in a new environment.
Throughout her retail career, Grace consistently exceeded customer satisfaction KPIs, earned positive feedback from clients and supervisors alike, and became known for her calm, solution-oriented approach to resolving issues. She also developed a strong track record of maintaining accurate customer records and managing data entry with precision using various CRM platforms. Grace’s ability to work effectively in fast-paced, high-pressure environments—while remaining organised and professional—would make her a valuable asset in a government customer service job where quality customer service and efficient systems use are critical.
Example Cover Letter: Customer Service Job in Department of Education
Dear Hiring Manager,
I am writing to apply for the role of Senior Customer Service Officer.
With five years of experience in customer service and a deep commitment to public education values, I believe my background, passion, and adaptable schedule make me a strong candidate.
I am fully prepared to work a rotational roster between 7:30 a.m. and 6:00 p.m., Monday to Friday, as I understand the importance of ensuring comprehensive coverage to meet the needs of the public. My familiarity with customer-focused operations, combined with my eagerness to support the Department’s mission, drives me to excel in providing responsive and empathetic service.
In my current role in retail, I gained experience with record management systems, consistently meeting strict data accuracy requirements to maintain efficient customer databases. When our store transitioned to a more complex record management platform, I was part of the team responsible for ensuring a seamless switch. I noticed some colleagues were struggling to adapt to the new interface, which risked data errors. I took the initiative to design a short, step-by-step guide and held informal sessions to walk everyone through it. By anticipating potential hurdles and offering targeted support, our team maintained an over 95% accuracy rate throughout the transition, preventing any customer data mishaps and ensuring minimal disruptions to our daily workflows.
Although I have not worked directly with SAP systems, I have a track record of mastering comparable enterprise tools under tight deadlines. In a previous role, I was introduced to a proprietary inventory management system that shared many features with SAP, such as advanced reporting functionalities and integrated financial tracking. At first, it appeared daunting, but I volunteered to become the point person for our department, researching its capabilities and providing training for my colleagues. We successfully cut inventory discrepancies by 20% in the first month. Through this experience, I gained confidence in my ability to pick up complex software quickly and relay best practices to others.
My ability to communicate effectively and provide exceptional customer service has been a hallmark of my career. I once handled a situation where an upset customer complained about a defective product on social media, which was visible to many potential shoppers. I promptly engaged with the customer online, apologised for the inconvenience, and invited them to a private conversation. There, I listened carefully to their concerns, clarified the misunderstanding, and offered a full replacement free of charge. The customer’s frustration turned into gratitude, and they publicly praised our store’s prompt and considerate response. This experience taught me that clear, empathetic communication is key to building trust and ensuring positive resolutions for diverse customer needs.
My commitment to placing the customer at the forefront was further demonstrated when I led a campaign to streamline the in-store pickup process. We noticed long waiting times and confusion around online orders. By analysing the order flow and seeking feedback from both team members and customers, I devised a simpler pick-up protocol that reduced customer wait times by nearly 30%. This solution improved efficiency and significantly increased overall satisfaction ratings, reflecting my drive to put people at ease and resolve barriers to a positive experience.
I am passionate about upholding public education values and believe that strong communities thrive when equitable educational opportunities are guaranteed for all. I also fully support the Department’s Aboriginal Education Policy and the Partnership Agreement with the NSW AECG. It is essential to promote inclusive practices and respect the cultural heritage, knowledge, and aspirations of Aboriginal peoples. As someone who values community engagement and continuous learning, I am committed to collaborating on initiatives that further these aims, ensuring meaningful and respectful partnerships that lead to better outcomes for Aboriginal students and communities.
I am excited about the possibility of contributing my skills in a setting that champions integrity, community, and educational excellence.
I have also attached below a response to the target question for the role.
Thank you for your consideration.
Sincerely.
Grace
Pre-screening question: Describe a time when you worked in a high-volume contact centre. How did you manage to ensure KPIs were met, and what steps did you take to maintain a high standard of customer satisfaction?
While I have not worked in a dedicated contact centre, I have successfully navigated a high-volume, customer-facing environment with similar demands in my previous role as a senior retail associate. Our store was a flagship location that handled a large volume of both in-person and phone inquiries each day, often acting as a hub for product questions, order tracking, and customer support. During peak seasons, we would routinely field a continuous stream of calls and face-to-face interactions, with strict Key Performance Indicators (KPIs) around response times and customer satisfaction ratings.
One particularly challenging period was the lead-up to a major holiday sale, when we experienced an influx of customer questions about our latest promotions and inventory levels. To ensure these elevated KPIs were met, I organised a quick briefing each morning to share updates on product availability, promotional details, and best practices for efficient call handling. By clearly setting daily targets—such as answering each call within three rings and maintaining a resolution time of under five minutes—we gave the team concrete goals that aligned with our overall customer service objectives.
I also implemented a rota system to balance phone duties with in-store support. This approach helped prevent burnout and ensured that each associate was assigned dedicated intervals to focus on answering calls without being constantly interrupted by other tasks. Whenever a team member found themselves overwhelmed by simultaneous inquiries, we quickly redistributed calls and walk-in inquiries so that no single person was overburdened. This cooperative approach contributed significantly to meeting our call response times and delivering consistent service quality.
To maintain high customer satisfaction amid this fast-paced environment, I encouraged open communication and empathy during all customer interactions. We used brief but personalised greetings, active listening techniques, and clear, solution-oriented responses. If a caller had a complex request, I ensured swift handover to a specialist, rather than keeping the customer on hold unnecessarily. We also diligently logged each interaction in our Customer Relationship Management (CRM) system, which helped us track patterns in inquiries and address common concerns more proactively. By combining structured team coordination, precise call management, and a genuine willingness to assist, we not only achieved our KPIs but also received consistently high satisfaction ratings on post-call surveys during this particularly busy season.
Explain the STAR Technique
The STAR technique (Situation, Task, Action, Result) is a structured approach used widely across public sector recruitment processes to demonstrate your competence and achievements:
- Situation: Describe the context in which you performed a task or faced a challenge.
- Task: Clarify your specific responsibility or goal in that scenario.
- Action: Explain what you did, step by step, to address the situation.
- Result: Highlight the outcome, using measurable data or clear evidence of success.
In the sample cover letter above, you can see how these elements fit naturally into paragraphs. When applying for a role like Senior Customer Service Officer, or any government customer service job, weaving STAR examples into your cover letter can make your achievements clearer and more compelling to recruiters.
How to Prepare for a Public Sector Interview
When applying for a NSW Public Sector role, interviews focus heavily on demonstrating how your skills align with the required Focus Capabilities. Here is a recommended approach:
- Review the Focus Capabilities: Read the role description thoroughly. Each capability has specific behavioural indicators that clarify what the panel expects.
- Brainstorm Examples: Gather real-life situations from your past work (or volunteer) experiences that highlight how you meet these indicators.
- Match to Indicators: Ensure your examples directly relate to the capability requirements.
- Use the STAR Method: Structure each response around Situation, Task, Action, and Result so your answers are clear and concise.
- Practise & Use Notes: If the panel allows notes, bring bullet points. Otherwise, practise beforehand to stay on track and confident in your delivery.
Below are three example interview questions relevant to a Senior Customer Service Officer:
- “Can you give an example of how you’ve identified a personal development need and taken steps to improve in that area?”
- “Describe a time when you had to deal with a difficult or complex customer issue. How did you approach the situation and what was the result?”
- “Give an example of how you’ve used technology to improve the way you or your team works. What was the impact?”
To prepare for this interview, you need to ensure you have answers prepared for each public sector focus capability at the intermediate level. For a deeper dive into potential questions and response strategies, download the intermediate interview questions and answers workbook. This guide can boost your confidence and readiness.
Start Your Government Career in Customer Service
Ready to start your new customer service job? Click here to apply for the Senior Customer Service Officer position on the iworkforNSW site. Make sure you submit your application before 20 April 2025.
Remember, the easiest way to significantly improve your chances is to get your cover letter reviewed by an expert. Check out this $29 cover letter review service to polish your application for any government customer service job, ensuring you address all key criteria and pre-screening questions effectively.
