Customer Service Support Officer

About the role

Randstad is recruiting a Customer Service Support Officer for a shared services contact centre serving a major NSW public sector department that supports education across the state. The officer is the first point of contact for enquiries covering human resources, finance, business services and core operational platforms, troubleshooting first-tier queries and routing complex matters to specialised Centres of Expertise. The start date is 11 January 2027, on a 6-month initial assignment with no overtime required, based at an on-site hub in Newcastle, Wollongong, Bathurst or Parramatta.

Key responsibilities

• Deliver professional front-line customer support by phone, email and digital portals in a fast-paced contact centre.
• Give prompt, accurate advice on HR, finance, business administration and operational system queries.
• Triage and refer non-standard or complex enquiries to the appropriate Centres of Expertise.
• Log, categorise and update customer interaction records in the enterprise CRM and ticketing databases in real time.
• Maintain up-to-date knowledge of policies, procedures and legislation to resolve enquiries at first contact.
• Meet individual and team KPIs such as call quality, response times and accurate documentation.
• Handle sensitive identity, employee and student information with strict confidentiality.

Required profile

• Proven background in high-level customer service in a contact centre, shared services or fast-paced customer-facing environment; diverse backgrounds welcomed.
• Excellent verbal and written communication, with patience and empathy for busy school principals, teachers and corporate stakeholders.
• Full availability for a 35-hour week on a rotational 7.5-hour shift (including an unpaid meal break) between 8:00 AM and 5:00 PM, Monday to Friday.
• Pre-employment checks: two professional reference checks, national police check, Working with Children clearance and Departmental Screening (DOIS).

Required skills

• Digital literacy: navigating multiple software platforms, knowledge bases and CRM databases at once, verified with a strong alphanumeric typing score.
• Critical thinking to interpret policy, assess caller needs and choose escalation pathways.
• Ability to manage steady call volumes calmly in an SLA-driven team.