Support Officer - Identified

Support Officer - Identified Seeking Aboriginal candidates These roles are identified roles. Aboriginality is a genuine occupational qualification and is authorised by S14 (d) of the Anti-Discrimination Act 1977. Clerk Grade: 3/4, $84,659 - $92,701 + Super Employment Type: Ongoing/Permanent, 35 hours per week Flexible hybrid working model including work from home and across one of our NSW locations of Broken Hill, Walgett, Port Macquarie, Lismore, Dubbo, Nowra, Sydney, Central Coast or Maitland. This role sits within the Fines and Debt pillar of Revenue NSW in the Supported Customers and Outreach Team. Advertisement Closes - 22nd May 2026, Friday at 10am About the team The Supported Customers and Outreach Team operate in a high-volume contact centre environment and supports vulnerable customers to resolve their fines and debts, including through the Work and Development Order scheme, advocacy service, and write off program. The successful applicant will join our First Nations Support Team, a team dedicated to providing a culturally safe customer service to our Aboriginal and Torres Strait Islander customers with the scope of building trust between community and Government services. We have a passionate customer focus and consistently strive to make it easier to engage with us by placing the customer and community at the heart of what we do. Our team is empowered and motivated through development and opportunities and resolves fines and debt for those who can pay, motivates compliance for those can pay but do not, and supports our customers who cannot pay. We have a dynamic, results focused, fast paced working environment that fosters the values of integrity, service, accountability, and trust. We are industry leaders in risk management and data security and explore innovation with our customers, designing solutions to serve their needs. When you join us, you will be part of a growing digital and hybrid activity-based workplace that has a diverse culture of belonging with an open and supportive community. Your day-to-day You will: Answer telephone enquiries from Aboriginal and Torres Strait Islander customers and vulnerable customers who need support to resolve their fines and debt Provide information about our programs and connect customers with support services they need Assist our community partners who support vulnerable members of the community (for example, Work and Development Order sponsors and community legal services) Assess and respond to written correspondence from our customers (for example, requests to have fines and debt reviewed or written off) Process administrative tasks that support our programs Provide culturally safe customer service to our Aboriginal and Torres Strait Islander Customers To be successful in this role you will demonstrate: Willingness to work in a high-volume customer contact environment, working on a rotating roster across our hours of service (7am to 7pm) Ability to act with empathy and compassion when supporting customers A strong customer focus, with excellent written and verbal communication and interpersonal skills Strong problem-solving skills and ability to offer flexible solutions to customers with complex problems Working at DCS 35-hour working week, with opportunities for flex leave where additional hours are worked Revenue NSW is proud of our diverse and regional teams. We welcome flexible, hybrid working arrangements with your office location at one of our many Revenue NSW working locations https://www.nsw.gov.au/departments-and-agencies/customer-service/dcs-building-access (subject to approval and availability) Learning tools are available for ongoing professional development Health and wellbeing programs Who we are By putting the customer at the centre of all programs and initiatives, we are transforming the way government interacts with the people of NSW. Our services are designed so that everyone can access and interact with them in a meaningful way. DCS is focused on delivering customer service, digital transformation and regulatory reform to more than 8 million people. From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better. What we need from you: An up-to-date CV and a brief cover letter outlining how your skills and experience are aligned to the role, along with evidence of Aboriginality. Aboriginal as defined by the Aboriginal Lands Rights Act 1983 (NSW) is a person who: identifies as a person of Australian Aboriginal descent presents documentation identifying their family’s Aboriginal descent is accepted by their local Aboriginal community as a person of Aboriginal descent. For questions around the Confirmation of Aboriginality requirements or if you would like to know more about the support for Aboriginal employees, please contact [email protected] For enquiries regarding this position, please contact Sally McMillan via [email protected].