Digital Communications Advisor

Digital Communications Advisor

Clerk 7/8 - Salary range $116,981 – $129,492 + superannuation and leave loading Full-time ongoing and temporary roles available. Location: flexible hybrid work arrangement with some work expected onsite at our Sydney office. A Talent Pool will be created from this recruitment for future opportunities

This is a fantastic opportunity to join a high-performing website team. Play a part in shaping the customer journey for 8 million New South Wales customers who interact online with the NSW Government.

About the team The Web Team works to improve online customer experiences for a diverse range of agencies within the NSW Department of Customer Service (DCS). We work in a fast-paced environment where we encourage enthusiasm to challenge the status quo and have a willingness to help others.

You will report to the Lead Advisor, Digital Communications and work closely with others, both in the Web Team and across various agencies within DCS.

About the role As Advisor, you will collaborate with agency stakeholders to understand their needs and unique challenges to create digital content that makes a difference. You will play a key role in improving our online customer experience, so an understanding of enterprise Content Management Systems such as Squiz Matrix and Drupal is critical.

Responsibilities include: Content production - create high-quality copy and HTML page layouts that are easy to read and understand and meet international accessibility standards. Customer journey mapping – using data and insights, understand how customers will find your content and interact with it. Analytics - analyse statistics and other data (e.g. Google Analytics) making recommendations to improve customer experience. Workflow management – receive, prioritise, action, monitor and respond to service requests received by clients to expected standards and in a timely manner. Stakeholder management - consult and collaborate with stakeholders to understand their needs and unique challenges, to build engagement and facilitate a high performing communications culture. Project management – effectively plan and manage simultaneous projects within defined timeframes while being flexible and resilient in interactions with stakeholders.

It’s also beneficial, but not mandatory to have knowledge in: SEO - how to optimise content (on and off page) for improved search results. An understanding of the NSW public sector.

What we need from you An up-to-date CV and a brief cover letter outlining how your skills and experience align to the role.

Salary Grade XX, with the base salary for this role starting at $113,574 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Meg Rapley via Meg.Rapley@customerservice.nsw.gov.au.

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.

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.

Closing Date

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 csrecruitment@customerservice.nsw.gov.au .

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Information on adjustments available for the recruitment process