Shared Services Support Officer

About the role

Karlka Recruiting Group has partnered with a State Government organisation to engage a Shared Services Support Officer in Dubbo, NSW. The role provides customer service and transaction processing support in a high-volume contact centre, delivering first contact resolution across multiple customer channels while keeping service accurate and compliant. It is a casual position on a contract until 31 December 2026, with 35 hours per week.

Key responsibilities

• Provide high-quality customer service and resolve enquiries from internal and external customers
• Process transactions accurately and efficiently using established procedures, templates and knowledge resources
• Identify and escalate customer issues, service disruptions and customer experience trends
• Use multiple systems and communication tools at once to manage workload and document interactions
• Meet individual KPIs and help the team through knowledge sharing and collaboration
• Take part in quality assessments, training and operational performance discussions

Required profile

• Experience in a customer-centric service environment such as a contact centre, service centre, shared service, corporate or managed service environment
• Ability to adapt, learn and implement new processes and procedures
• Ability to build rapport, understand customer needs and deliver positive first-contact experiences
• Typing speed of at least 40 words per minute with greater than 85% accuracy
• Cleared police check issued within the last 6 months, or willingness to obtain one
• Willingness to provide two professional reference checks

Required skills

• Experience using multiple systems and quick learning of new technology
• Customer service and transaction processing

What we offer

• $38.89 per hour plus superannuation
• Weekly pay
• Ongoing support before, during and after placement, with a dedicated consultant per contract
• Employee Assistance Program available

Applications are made through the agency's application portal; applications received after the deadline may be considered for similar roles.