Customer Experience Specialist

 

Together we shape thriving communities, public spaces, places and economies.

 

• Temporary, full-time (35 hours) opportunity until March 2027
• NSW office location negotiable (Newcastle or Grafton preferred) with flexible working supported (5 days a fortnight in office)
• Salary relative to experience, and ranges from $ 99,938.00 to $ 110,271.00 + super

What’s in it for me?

Join our team for a fantastic culture with dynamic collaboration and genuine long-term 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 role:

In this role, you’ll be the go‑to person for resolving complex enquiries and providing clear, well‑researched advice on Crown land matters. You’ll work closely with customers, colleagues, and partner teams to make sure everyone gets the support they need, while also spotting opportunities to improve how services are delivered. From analysing feedback to coaching team members and maintaining accurate records, you’ll help keep information flowing smoothly and decisions well‑informed.

You’ll be navigating legislation, policies, and procedures in a fast‑paced environment, often balancing competing priorities at once. The challenge is delivering timely, high‑quality customer service while managing expectations and ensuring compliance—but your ability to stay organised, collaborative, and solutions‑focused will make all the difference.

For more information read the full Role Description:  Customer Experience Specialist

What you will bring to the role:

• As a passionate customer service specialist, you will be a strong communicator with excellent written and verbal communication skills, with the ability to deliver outcomes or advise stakeholders of options that meet their needs while staying strategically aligned with organisational policies and processes.
• A demonstrated ability to resolve complex enquiries promptly and professionally, providing expert advice to stakeholders and ensuring high standards of service delivery across various contact channels.
• Proven experience driving business improvement initiatives to enhance operational efficiency and customer outcomes.
• The ability to maintain accurate records and resources, including training materials and process documentation, to support evidence-based decision making and continuous improvement initiatives.
• Strong collaboration skills, with the ability to work across directorates, manage key partnerships and keep stakeholders engaged and aligned.

About us

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities. 

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

Join us

If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close Monday, 2 February 2026 at 11.55 pm

Should you require further information about the role please contact Zoe Carlton on zoe.carlton@crownland.nsw.gov.au

To enhance your account security, PageUp is introducing two-factor authentication (2FA). You can follow the step by step guide here. If you experience any issues please reach out on (02) 63637676 - HR Support, option 2, DPHI People Advisory, option 1.

A talent pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

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. 

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. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au or (02) 63637676​ - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn.