Customer Support Officers

Guiding the future of NSW education

Position details

·         Multiple customer service roles available

·         Clerk Grade 3/4: $57.17 per hour; Clerk Grade 5/6: $67.49 per hour (inclusive of casual loading)

·         Casual, full-time positions (7 hours/day, Monday to Friday) working full-time, on-site at our conveniently located offices near Wynyard Station.

About the role

Join our team and help ensure the smooth administration of NAPLAN in NSW! We have multiple customer service roles available from January to April 2026.

We’re looking for customer-focused and tech-savvy individuals to join our team as Support Officers and Senior Support Officers. In this supportive and collaborative environment, you will deliver high-level customer support and troubleshooting advice to schools and stakeholders. We're looking for agile and dynamic individuals who can quickly pick up and retain new technical information.

As a Support Officer (Clerk Grade 3/4), you will:

·         Serve as the first point of contact for schools within our helpdesk team

·         Provide exceptional customer service to schools and other stakeholders

·         Collaborate with team members to ensure all issues raised are addressed effectively

·         Provide accurate information and stay updated on any changes to resources

As a Senior Support Officer (Clerk Grade 5/6), you will:

·         Offer high-level support for schools involved in NAPLAN tests

·         Respond to and resolve complex inquiries and issues

·         Provide guidance and support to new team members as required

·         Assist in data cleanup activities as necessary

·         Plan and prioritise your workload while monitoring your progress

Our ideal candidates will have:

·         Exceptional attention to detail

·         Strong time management skills to balance competing priorities

·         The ability to quickly learn and maintain technical knowledge to troubleshoot effectively

·         Working with children check clearance for paid employment (prior to commencement, not required at the application stage)

·         A willingness to work outside of normal business hours and at different metropolitan locations as required

To learn more about each role, click on the role descriptions below:

·         Support Officer (Clerk Grade 3/4)

·         Senior Support Officer (Clerk Grade 5/6)

About us

At the NSW Education Standards Authority (NESA), we’re dedicated to carrying out meaningful work that drives improvements and elevates student achievement across NSW, now and into the future.

We accomplish this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards).

NESA is a unique organisation in NSW (of around 740FTE staff) with significant state-wide impact, visit our website to learn more about the important work we do.

Ready to join us?

Select apply and attach an up-to-date résumé (maximum 5 pages). Also address the targeted question below in your online application:

·         Provide an example of a time where you delivered exceptional customer support or resolved a technical issue in a previous role. How did you approach the situation, and what was the outcome?

Advice on applying for NSW Public Sector roles

If you need reasonable adjustments for the recruitment process and workplace, please reach out to the contact person above.

Close date: Thursday 13 November 2025 at 11.59pm AEST

Thank you for your interest, we look forward to receiving your application.

Important information

We particularly welcome applications from Aboriginal and Torres Strait Islander people, people with a disability, people of all ages, genders, cultural and linguistic backgrounds, the LGBTQIA+ community, veterans and refugees.

Visa sponsorship is not available for this position. For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident. Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position.

A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles.