Job Advertisement: Specialist Assessors – Casual Positions for Service NSW Location: Wollongong (Work from home options available for candidates in NSW) Start Date: ASAP End Date: Estimated 3 months Pay Rate: $37.33 per hour Working Hours: 7 hours per day between 8am - 5pm, Monday to Friday (30-minute unpaid break) Preferred System Experience: Salesforce, Genesys Must-Haves: Empathy, clear communication style, and excellent customer service skills. About the Role: Due to the recent cyclone impact in Northern NSW, Service NSW is offering grants to those affected. As part of this initiative, we are looking to fill a large number of casual Specialist Assessor roles to assist with the immediate response. These roles are crucial for the timely and accurate assessment of customer applications for grants, rebates, and vouchers. About the Team: The Customer Payments Team is part of Enterprise, Risk, and Enablement at Service NSW. The team is responsible for assessing, ensuring compliance, and providing payment support for grants, rebates, and vouchers for Service NSW. You will play an essential role in assisting affected customers during this critical time. Key Responsibilities: Undertake assessments on matters referred to you, making accountable determinations in line with relevant knowledge, legislation, and procedures. Provide timely and accurate information and advice to customers regarding the outcome of their assessments, ensuring a positive customer experience. Provide administrative services, respond to inquiries, and complete a range of processing activities with accuracy and efficiency. Assist in the supervision of a team, manage resources, and help resolve escalated issues, including complaints, correspondence, and documentation. Support customers with a variety of complex issues, gather relevant information, and determine appropriate outcomes. Assist the team leader with daily management functions, including coaching and training other assessors, and managing KPIs to ensure team targets and SLAs are met. About You: Self-motivated with the ability to work independently and as part of a team. Strong customer service experience, whether face-to-face or over the phone. Previous experience in grants, rebates, and vouchers administration is preferred but not required. Experience in supporting or leading a team is a bonus but not essential. Proficiency in Salesforce and Genesys is preferred, but not mandatory. Empathy and a clear communication style are key, along with a commitment to delivering exceptional customer service. Please Note: This is a casual position with an immediate start required. New recruits must have no pre-booked leave for the contract term. This is a work-from-home role, open to candidates across all of NSW. If you’re passionate about helping people and providing excellent customer service, apply now to make a difference during this critical time.