Business Concierge - Newcastle - Ongoing

Role overview

This ongoing full-time position sits at NSW Grade 5/6 and is based in Newcastle, with travel required across Newcastle and up to the Mid Coast local government areas. The package includes a base salary of $93,490 to $106,841, along with employer superannuation contributions and annual leave loading.

About Service NSW

Service NSW is focused on making government services simpler and more accessible for people and businesses across New South Wales. Since its launch in July 2013, the organisation has modernised service delivery through digital tools, an award-winning team culture, a 7-day phone service and a growing network of service centres. It works with more than 50 agencies and supports over 1,000 NSW Government transactions.

About the team

As a Business Concierge, you will support businesses throughout their journey by providing tailored guidance, resources and practical assistance in person and over the phone. The role involves working closely with current and aspiring business owners in the local area to help them start, operate and expand their businesses. You will also develop trusted relationships and proactively connect with the community to understand local needs.

Key responsibilities

• Deliver individualised support and case management for small businesses.
• Build regular contact with businesses in the community and respond to their needs proactively.
• Work with stakeholders such as local councils and other partners to help support businesses across the area.
• Coordinate with the Team Leader and Business Relationship Manager to plan outreach activities, including events and presentations.
• Handle inbound and outbound customer interactions through phone and digital channels.
• Create and maintain strong customer relationships to ensure continuing support and positive outcomes when dealing with government services.

What will help you succeed

• Experience supporting people from diverse cultural backgrounds and communities is highly regarded.
• Good understanding of the small business environment and the issues faced by business owners in NSW.
• Ability to adjust your approach to suit different customer needs while keeping service quality high.
• Strong verbal and written communication, plus relationship-building capability.
• A self-starting, customer-first approach.
• Capacity to support businesses mainly in Newcastle and up to, and including, Mid Coast LGAs.

Essential requirements

• A current NSW driver’s licence is required.
• Willingness to travel across NSW, including metropolitan, regional and remote areas, sometimes at short notice, within designated LGAs.

Application requirements

Applicants must provide a cover letter of no more than 1 page and an up-to-date resume of no more than 4 pages, outlining relevant experience and how they meet the role capabilities.

Additional information

A talent pool may be created through this recruitment process and can remain active for up to 18 months. It may be used to fill future ongoing or temporary vacancies in this role or similar roles.

The closing date for applications is Wednesday, 8 July 2026 at 9:59 am.

Support and adjustments are available for candidates who may need assistance to fully participate in the selection process, including alternate application formats.

About the Department of Customer Service

A career with the Department of Customer Service offers the chance to improve government services and contribute to reforms that benefit people across NSW. The department is committed to customer service excellence, digital transformation and regulatory reform.

Diversity and inclusion

The workplace values diversity and inclusion, and recognises the strength that comes from different backgrounds and perspectives.