Contact Centre and Triage Officer

Contact Centre & Triage Office
Independent Review Office
Clerk Grade: Clerk Grade 3/4
Employment Type: Ongoing x1
Location: Darlinghurst NSW (hybrid).

Please note that the role will be on site for 4 weeks for an initial training period. After which you'll be office-based at least 5 days per fortnight for full-time roles (pro-rata for part-time), with the remaining days worked flexibly as agreed.

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Join the Independent Review Office (IRO) in our new Engagement and Resolution Team

We’re growing our service delivery capability and looking for customer-focused people to join the IRO. These new roles sit across our tiered operating model from first contact triage through to complex complaint investigation, helping people navigate statutory compensation schemes and supporting fair, timely and evidence-based outcomes.

Our tiered service delivery model

• Level 1 (First contact): respond to enquiries, complete intake and triage, and guide people to the right pathway.
  
• Level 2 (Resolution): manage lower to moderate complexity complaints end-to-end, gather information, assess responses and drive resolution.
  
• Level 3 (Complex complaints & investigations): handle complex, sensitive and high-risk matters requiring investigation, evidence analysis and defensible outcomes.

About the role:

Make a great first impression. You’ll be the first point of contact for people reaching out to the IRO, providing empathetic, accurate information and completing intake and triage so each matter is routed to the right pathway. This is a great role if you enjoy solving problems, working across channels (phone, email and web), and supporting people through what can be a stressful time.

• Deliver high-quality first contact service and resolve Level 1 matters.
  
• Complete intake and triage: confirm identity and scope, assess eligibility, identify urgency/risk indicators and direct matters to Level 2/Level 3 or refer externally as needed.
  
• Use respectful de-escalation techniques for sensitive conversations and escalate indicators of harm, safety, misconduct or systemic issues.
  
• Maintain accurate records in case management systems and apply privacy, records and information access obligations.
  
• Contribute to continuous improvement through feedback on recurring issues, knowledge base updates and quality reviews.

What you’ll bring: experience in a contact centre/frontline service environment, strong plain-English communication, confidence applying structured procedures, and care in handling confidential information.

Why join the IRO?

• Meaningful work that supports fairness, transparency and accountability in a values-based environment
  
• Exposure to diverse matters, from first contact problem-solving through to complex investigations.
  
• A supportive team environment with coaching, peer learning and continuous improvement.
  
• Flexible ways of working (as agreed) and access to NSW Government benefits.

Essential requirements & screening

While the role description outlines specific essential requirements, all roles require strong customer service and communication skills, the ability to work with sensitive information, and a commitment to procedural fairness. A satisfactory criminal records check applies. Appointment and ongoing assignment may also be subject to mandatory pre-employment and ongoing probity screening in accordance with relevant legislation and policies (requirements may vary by role).

How to apply:

Review the role description and apply by submitting an up-to-date resume and cover letter outlining your relevant experience and why you’re interested in the IRO.

Please note candidates invited to interview will be required to complete additional assessments.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.  

Salary Grade 3/4, with the base salary for this role starting at 87,199 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Meg Rapley 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: Tuesday, 01 September 2026 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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [email protected].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process