Licensing Representative

Description:

About the Role

The purpose of the Licensing Representative (Regulatory Operation Support Officer) role is to deliver a high-quality service by undertaking a range of activities necessary to assess, process and determine a range of applications within our legislation. The role provides assistance, information and customer support services to facilitate the effective operation of our business.

This role sits within the Licensing & Funds stream of the Better Regulation Division (BRD). We deliver a diverse range of regulatory schemes to enable individuals, businesses and organisations to operate in NSW while assuring the community that the requirements of the law are being met. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.

This role is responsible to:

• Undertake a range of activities to assess and determine a range of applications in a timely and accurate manner as per the relevant legislation and policies

• Ensure applications that are escalated for higher approval are sufficiently documented and follow policies and procedures to allow the approver to action.

• Maintain and apply sound knowledge of current procedures, standards, and legislation to provide timely, accurate and consistent responses to customers on a wide range of matters.

• Undertake a range of operational and administrative tasks as delegations to support the effective operations of the team.

• Update and maintain records and databases, complying with service delivery systems, policies and procedures, ensuring that all information is accurate, stored correctly and accessible.

• Educate clients/customers on their rights and responsibilities, requirements, and services available to raise community awareness and ensure compliance with legislation

• Analyse more complex matters and/or ensure they are appropriately referred and/or escalated to relevant business areas.

Key challenges of the role:

• Working in a high workload regulatory environment with competing priorities

• Delivering all customer service activities, administration and processing tasks in line with agreed standards and tight timeframes, while maintaining accuracy and attention to detail.

• Working flexibly with a mobile mindset, adaptable through change, and able to cross train to move from one team to another and adjust to changing workloads as directed.

• Exercising tact, professional judgement and, sensitivity when responding to culturally and /or linguistically diverse customers.