Role Description

Job Title Customer Service Representative – Driver Tester

Agency Service NSW

Division Service Delivery

Location Various
Grade/Band SNSW 5
Kind of Employment Ongoing
ANZSCO Code 59591
Role Number Various
PCAT Code 3119192
Date of Approval June 2014
Agency Website www.servicensw.gov.au

Agency overview
At Service NSW we are a customer focused organisation, passionate about delivering a great customer experience,
every day in every way.
Our culture is defined by shared values and behaviours that support the achievement of our 2015 Vision and
Mission. Our success is based on living our shared values every day when we work with our customers and with each
other.
Our vision is to be recognised as the distinctive leader in the provision of government services.
Our mission is to simplify the way customers do business with government and to transform our customers’
experience through excellent service and quality at an optimal cost to serve. We’ll do this by:
 putting our customers at the heart of everything we do;
 delivering more choice;
 making it easier to connect with us through a variety of easy to access channels; and,
 innovating, improving and simplifying how we do things.

Our values serve as a compass for our actions. These are the three core values that we live by:
Passion
A great customer experience is our highest priority.
Teamwork
We work together for positive customer outcomes.
Accountability
We work to create value and take ownership for the customer experience end-to-end.

1
Primary purpose of the role
 Deliver all types of customer transactions and services, conducting driver license tests in line with an appropriate
qualification and business needs. Deliver services that provide timely, accurate information and assistance to the
customers, ensuring high levels of customer service delivery and the provision of a quality customer experience
which is easy and convenient.
Key accountabilities
 Provide timely, high quality customer service, consistent with Service NSW vision, mission and values, as assessed
by internal reviews and customer feedback.
 Ensure legislative, Service NSW and Agency policies and procedures are applied accurately and consistently
through review of quality control strategies
 Contribute to the integrity of all records by accurate and efficient computer processing.
 Conduct driving tests, in accordance with established Agency standards, advise applicants of the driving test
outcome, including details of performance and deficiencies.
 Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and
ensuring customer satisfaction as a priority.
 Perform administrative activities to support the provision of service delivery.
 Acknowledge, resolve and record customer complaints and escalate any unresolved issues.
 Undertake routine system searches, input and extract data using available computer systems.
 As a service centre team member, perform work as required in line with capabilities to contribute to the success
of Service NSW objectives.
 Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of
information is not compromised.
 Contribute to the development of new ideas, including the identification of opportunities to improve the
efficiency of work processes and the implementation of changes in the workplace.
Key challenges
 Managing customer service expectations and delivering work to the required standard in accordance with
established Agency standards, Road Rules, related regulations, policies and procedures.
 Maintain an in-depth knowledge of the range of services that Service NSW provides and relevant policies and
procedures that apply.
 Maintain a positive, polite and helpful approach in dealing with customers.
 Work in a team and balancing competing priorities within a high volume environment, achieving individual and
team KPIs within service standards.
 Create a positive outcome for customers while taking ownership of and addressing customers’ needs.
 Ensure compliance and consistent application of policies, guidelines, procedures and legislation.
 Demonstrate a willingness and aptitude to be observed, coached and mentored.
 Correctly identify matters that require referral to management or another government agency.
 Exercise tact, judgement and initiative when obtaining information from and dealing with customers.
 Demonstrate the ability to operate within an open plan environment and ‘self-service’ area and complete and/or
demonstrate online transactions.
Key relationships
Who Why
Internal
Service Centre Manager Escalate issues, receive instructions and ensure targets are met.

Role Description 2
 Who Why
Service Coordinator Escalate issues and receive instructions.
Concierge Regularly engage to provide a seamless customer experience.
Other Customer Service Regularly engage to share or seek information.
Representatives
External
Customers Provide timely, accurate, efficient and personalised service.

Role dimensions
Decision making
The position is fully accountable for the customer experience provided and the responsible use of systems and
personal information
Reporting line
The Customer Service Representative – Driver Tester reports directly to the Service Centre Manager. There is a
strong functional relationship with Service Coordinator

Essential requirements
 Possession of an unrestricted driver’s licence (excluding a provisional or learners licence) for the preceding
three years, have a satisfactory driving record and have the potential to successfully complete the relevant
training course/s.
 Willingness to progress to a Class HC License and undertake training to conduct all licence classes and Test
Categories where required.
Notes:
1. Unless already a CSODT with Roads and Maritime Services (RMS), applicants will be required to pass the
following as a pre-requisite to appointment:
 Type 1 Driving Instructor Knowledge Test; and
 Type 1 Driving Instructor Driving Test in a manual vehicle.
2. Appointment to Year 1 and progression to Years 2 or 3 will only be made after the successful completion of
the relevant training and assessment program/s and subject to Service NSW business needs.
3. All staff appointed to a position with driver testing and associated duties will be required to sign an
agreement authorising the release of information on their demerit points total and licence status to a
nominated licence and a satisfactory driving record.
4. Customer Service Representatives - Driver Testers are not permitted, without approval, to hold a driving
instructors licence.
5. Successful applicants may be required to work varied hours, travel and work at other Service Centres,
agencies or itinerant locations. Some overnight stays may be required on occasions.

Capabilities for the role

The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability Framework
is available at www.psc.nsw.gov.au/capabilityframework

Role Description 3
Capability summary
Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus
capabilities for this role. Refer to the next section for further information about the focus capabilities.

NSW Public Sector Capability Framework

Capability Group Capability Name Level
Display Resilience and Courage Intermediate
Act with Integrity Adept
Manage Self Intermediate
Value Diversity Intermediate

Communicate Effectively Intermediate

Commit to Customer Service Intermediate
Work Collaboratively Intermediate
Influence and Negotiate Foundational
Deliver Results Foundational
Plan and Prioritise Foundational
Think and Solve Problems Foundational
Demonstrate Accountability Intermediate
Finance Foundational
Technology Intermediate
Procurement and Contract Management Foundational
Project Management Foundational

Role Description 4
Focus capabilities
The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate competence.
The behavioural indicators provide examples of the types of behaviours that would be expected at that level and
should be reviewed in conjunction with the role’s key accountabilities.

NSW Public Sector Capability Framework

Group and Capability Level Behavioural Indicators
Personal Attributes Intermediate  Be flexible and adaptable and respond quickly when situations
Display Resilience and change
Courage  Offer own opinion and raise challenging issues
 Listen when ideas are challenged and respond in a reasonable way
 Work through challenges
 Stay calm and focused in the face of challenging situations
Personal Attributes Adept  Represent the organisation in an honest, ethical and professional
Act with Integrity way and encourage others to do so
 Demonstrate professionalism to support a culture of integrity within
the team/unit
 Set an example for others to follow and identify and explain ethical
issues
 Ensure that others understand the legislation and policy framework
within which they operate
 Act to prevent and report misconduct, illegal and inappropriate
behaviour
Relationships Intermediate  Support a culture of quality customer service in the organisation
Commit to Customer  Demonstrate a thorough knowledge of the services provided and
Service relay to customers
 Identify and respond quickly to customer needs
 Consider customer service requirements and develop solutions to
meet needs
 Resolve complex customer issues and needs
 Co-operate across work areas to improve outcomes for customers
Relationships Intermediate  Build a supportive and co-operative team environment
Work Collaboratively  Share information and learning across teams
 Acknowledge outcomes which were achieved by effective
collaboration
 Engage other teams/units to share information and solve issues
and problems jointly
 Support others in challenging situations
Results Foundational  Complete own work tasks under guidance, within set budgets,
Deliver Results timeframes and standards
 Take the initiative to progress own work
 Identify resources needed to complete allocated work tasks
 Seek clarification when unsure of work tasks
Results Intermediate  Take responsibility and be accountable for own actions
Demonstrate  Understand delegations and act within authority levels
Accountability  Identify and follow safe work practices, and be vigilant about their
application by self and others

Role Description 5
 NSW Public Sector Capability Framework
Group and Capability Level Behavioural Indicators
 Be alert to risks that might impact the completion of an activity and
escalate these when identified
 Use financial and other resources responsibly
Business Enablers Intermediate  Apply computer applications that enable performance of more
Technology complex tasks
 Apply practical skills in the use of relevant technology
 Make effective use of records, information and knowledge
management functions and systems
 Understand and comply with information and communications
security and acceptable use policies
 Support the implementation of systems improvement initiatives and
the introduction and roll-out of new technologies

Role Description 6