Job Title

Together we shape thriving communities, public spaces, places and economies. Leverage your customerfirst mindset to deliver fast, reliable helpdesk support that uplift our councils and communities! Ongoing fulltime opportunity (35 hours per week) NSW Office location negotiable with flexible working supported Salary relative to experience and ranges from $84,659.00 to $92,701.00 plus super (Clerk Grade 3/4) Whats in it for me? Join our team for a fantastic culture with dynamic collaboration and genuine longterm career support. We offer flexibility in work arrangements, diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed. The Office of Local Government (OLG) is a small, yet diverse agency of professionals invested in creating healthy and prosperous communities across NSW. Through the development of policy, programs, strong relationships, engagement and intervention, OLG is a driver of reform and uplift across the state, with a purpose of fostering a strong and sustainable local government sector. The role As a Support Line Officer, youll play a handson role in keeping the support line and helpdesk operating effectively, regularly answering inbound calls and responding to enquiries from key stakeholders such as councils and the public. Youre responding to enquiries, updating records, coordinating daytoday tasks, and supporting the delivery of projects and programs. You maintain systems, templates, and processes and you make sure customer interactions are logged accurately so the team has the information it needs. This role involves daily rostered shifts as part of the support line and helpdesk, including answering inbound calls, managing customer enquiries by email and other channels, logging and tracking matters in systems, and undertaking followup and resolution work as a core part of the job. The real challenge of the role is balancing all these moving parts while staying across changing procedures, guidance material and service expectations. Youll be constantly switching between customer support, admin tasks, and reporting, all while keeping things organised and resolving issues in line with agency processes. This is a helpdeskbased role focused on enquiry triage, resolution and followup using established systems and processes. What you will bring to the role Strong customer service skills, with experience handling inbound calls and resolving enquiries in a professional and empathetic manner. Solid administrative capabilities, including accurate recordkeeping, document handling, and managing competing priorities. Ability to follow established procedures and escalation protocols while exercising sound judgment in referring complex enquiries. Clear written communication skills, with experience preparing correspondence, using templates, and drafting initial responses. Capacity to stay up to date with frequently changing policies and programs, and apply that knowledge confidently in customer interactions. Proven ability to work collaboratively in a team environment, supporting colleagues and contributing to shared service goals. Key knowledge and experience Demonstrates the ability to provide administrative or customer service support in a similar role. Eligibility Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working Visa for the duration of the appointment. EEO Statement We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Applications close: Wednesday, 13 May 2026 at 11:55PM. #J-18808-Ljbffr