Job Description

Office of the Children’s Guardian

Senior Customer
Service Officer – Working with Children Check

• Exciting opportunity to make a real impact in shaping the future of the Office of the Children's Guardian.
• Join our high performing Working With Children Check Directorate, a dedicated team who play a key role in keeping children safe in NSW.
• A supportive and collaborative team culture with learning and development opportunities and various health and wellbeing programs.
• Full-time temporary 12-month role opportunity located at Strawberry Hills with hybrid / flexible working arrangements.
• Clerk Grade 5/6: $102,936 – $113,579 (plus employer's contribution to superannuation and annual leave loading).

About the Office of Children’s Guardian

The Office of the Children’s Guardian (OCG) upholds NSW children and young people’s right to be safe by overseeing, regulating and monitoring organisations and individuals that provide services to children. We are guided by our values of integrity, trust, service, accountability, respect and empathy.

To find out more about the Office of the Children’s Guardian, visit our website.

About the directorate

Working With Children Check Operations is committed to providing a high
level of service in the administration of the Check. The Directorate has
experienced significant growth and ongoing continuous improvement initiatives
which have helped establish the NSW WWCC Scheme as a leading child-related
screening program. The team comprises Customer Service, Records Review and Risk
Assessment functions. Together, we administer the Working With Children Check.

About the role

The Senior Customer Service Officer is responsible for providing
customer service support to applicants relating to the Working With Children
Check (WWCC). The role assists the Customer Service team through higher level
administrative support activities and acts as an escalation point for complex
customer enquiries.

We are seeking a motivated and customer-focused professional to:

• Respond to escalated and more complex WWCC enquiries by telephone and email. Provide accurate, customer-focused advice and information relating to the WWCC.
• Coordinate and maintain records and databases to ensure information is accurate, secure and accessible.
• Develop,
  implement and monitor office systems, procedures and methods.
• Support,
  mentor and train team members as required.
• Assist
  the Customer Service Coordinator and broader WWCC teams in delivering
  business outcomes.

To
be successful in this role, we are seeking a person with:

• Experience
  providing high-level customer service.
• Experience
  in an administrative, regulatory or customer service environment would be
  highly regarded.
• Strong
  written and verbal communication skills.
• Demonstrated ability to manage complex enquiries while maintaining
  confidentiality and attention to detail.

Essential Requirements

• Employment
  at the Office of the Children's Guardian is subject to satisfactory
  security and vetting checks.
• All
  roles associated with the Office of the Children's Guardian require a
  current NSW Working With Children Check.

For further information about the role, please view the

Our commitment to Diversity

We welcome and encourage applications from people across our diverse community, especially from Aboriginal and Torres Strait Islander applicants. We believe everyone has the right to feel safe, respected, valued and heard regardless of their gender, sexual orientation, ethnicity or disability.

The OCG encourages applications from people with disability and will provide reasonable adjustments in our recruitment processes and in the workplace.

If you require an adjustment in the recruitment process, please contact the OCG People and Culture team on (02) 8219 3661 or OCG.HR@ocg.nsw.gov.au and advise of your preferred method of communication.

How to apply

When applying you will need to attach a cover letter (maximum 2 pages) which also addresses the two targeted questions below and an up-to-date resume (maximum 4 pages) in either Word or PDF format.

We are looking for you to demonstrate your competence in the focus capabilities as outlined in the role description, so please develop your response with this in mind.

Targeted questions

1. Describe
   a time you managed a complex customer enquiry or complaint. What actions
   did you take and what was the outcome?

2. Describe
   a situation where you identified an opportunity to improve a process or
   service. What was your approach and what benefits were achieved?

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role.

We encourage you to please call or email our contact Vanessa Hanshaw, Coordinator – Customer Service WWCC on 02 8219 3763 or vanessa.hanshaw@ocg.nsw.gov.au to discuss the role.

Applications closing date: Monday 17 August 2026
at 10:00am

A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.