Senior Customer Support Officer
Core
Senior point of support for a high-volume contact centre, managing complex enquiries, escalations, and coaching staff for the NSW Planning Portal.
Role type
Senior Customer Support Officer (Contact Centre)
Builds
Customer service delivery for NSW Planning Portal and related digital services
Domain
Government / Public Sector / Urban Planning
Deliverable
client delivery
Required skills
Complex enquiry management, De-escalation, Coaching and mentoring, Queue management, System troubleshooting, Policy interpretation
Preferred skills
Knowledge of NSW Planning Portal, Experience with high-volume inbound/outbound calls
Responsibilities
Manage complex enquiries and escalations across phone and written channels, Coach and support Customer Support Officers, Monitor queues and workloads, Provide clear advice on planning services, Investigate complex cases and determine escalation pathways
Seniority
Senior, hands-on IC with leadership duties