Full job description
Customer Service Advisor - Technical
Long Service Corporation, NSW Fair Trading

Grade: Clerk Grade 7/8
Location: Gosford
Duration: Ongoing
Salary: $106,025 - $117,363 + Superannuation
Closing Date: Wednesday 11th September 2024 [at 9:59am]

Be part of the launch of our new Community Services Long Service scheme
Be part of a dynamic and responsive team to help improve experiences for the people and businesses of NSW
A great opportunity to take the next step in your regulatory career
A competitive salary with flexible working arrangements available
About us

Fair Trading and Regulatory Services works across a broad portfolio of functions and projects to deliver better regulation in NSW. Regulations that are modern, innovative, and collaborative, competitive for businesses, responsive to our customers’ needs, protect the community we serve and give people confidence to engage in economic and social activities. Our vision is for a safer community and a vibrant economy, supported by better regulation.

Within Fair Trading and Regulatory Services, the Long Service Corporation manages portable long service schemes for the building and construction industry and contract cleaning industry. We are now launching a NEW scheme to provide portable long service benefits to the community services industry. Be part of this exciting new expansion!!

This role will provide expert long service scheme advice and support, on a wide range of complex matters, to ensure compliance with legislation, and the set-up of functional, effective, and efficient operations to deliver the new scheme for our customers.

This role will be responsible for:

Providing expert advice in a timely, impartial manner in accordance with legislation, policies, and procedures, adding value through the application of technical knowledge and thorough research.
Providing expert knowledge, driving consistency in procedures and processes, supporting high-quality service to customers.
Developing and maintaining currency of operating procedure documentation.
Investigating, analysing, and determining complex applications to approve or reject within delegations or provide recommendations in one or more of the following areas of LSC business:
Registration of Workers or Employees
Service Record entitlements
Claims Applications
Levy Collection and determination
Providing guidance, coaching, advice and support to staff, management, customers, and stakeholders
About you


To be successful in the role, you will be able to demonstrate the following:

Embrace change early by adopting new tools and resource innovations while proactively managing expectations in a specialist, regulatory environment.
Be a go-getter using your initiative to work through challenging, complex matters while remaining calm under pressure.
Ability to interpret, understand, apply and effectively communicate multiple complex pieces of legislation and regulatory framework technical knowledge.
Where a precedent does not exist, use good judgement and thorough research to problem solve, considering the broader context of a situation and ensuring decisions are justifiable.
Ability to design/support delivery of training documentation / guidelines/ checklists etc. to create a consistent and quality approach in service delivery, processing, and approvals.
Ability to provide expert knowledge to support decision making and encourage others to make evidence-based decisions to improve service delivery and legislative compliance.
To shine in this role, you will:

Have the ability to negotiate with and persuade internal and external stakeholders to achieve outcomes.
Be a change leader embracing new ways of working, supporting the team, and getting involved.
Embrace problem solving as an opportunity to shine, demonstrating your outstanding skills while mentoring others.
Thrive on being a member of a productive, outcomes driven team who strives to deliver on time, every time.
Be able to provide coaching and constructive feedback, question practices and make decisions
Knowledge of Long Service Corporation legislation, and its application will be highly regarded.


If you said yes to the above or want to know more, we want to hear from you!

To Apply

Please submit your resume of no more than 5 pages for review, together with a cover letter of no more than 2 pages demonstrating your capability for the role.

Important contacts

If you have questions about the role please contact Liz Caddy at [email protected]. For any questions regarding the recruitment process, please contact Amber Ellis at [email protected]

Salary Grade 7/8, with the base salary for this role starting at $106025 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Amber Ellis via [email protected].

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Wednesday 11th September 2024 [at 9:59am]

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.


Belong in our diverse and inclusive workplace

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact our Diversity, Equity and Inclusion team via [email protected] or 02 9494 8351.

For more information, please visit


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