Service Centre Operations Team Leader
Clerk Grade:
7
/8
Salary Range:
$116,981 – $129,492 base plus superannuation
Employment Type:
Ongoing
Location:
Orange, NSW and Parramatta, NSW - Hybrid opportunity.
In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.
Application Closing:
Wednesday, 23 September **** [10:59am]
About Us
Department of Customer Service (DCS) transforms the way NSW
Government agencies interact with customers.
We are passionate about putting
the customer at the centre of everything we do and adopting current technologies to
make Government work better.
DCS is a service provider and regulator, focusing
on delivering first-class customer service, digital transformation, and
regulatory reform to create better outcomes for the people of NSW.
About the team
Government Shared Services (GSS) is a new division
in DCS that is leading the way in streamlining processes and transactional
shared services to allow our people to better focus on their customers and
delivering their services.
We are developing and delivering a roadmap
to leverage technology, streamline processes, replace legacy systems and
deliver a consistent experience to more than 100+ agencies across 8 NSW
Government Departments.
What you will do
As the Service Centre Operations Team
Leader, you will manage a service team, including allocating resources,
monitoring and reporting service delivery
performance of the Service Centre to
support the provision of timely, high-quality services to clients across the
Department and the efficient day to day operations of the Service Centre.
The
role contributes to the review and analysis of work activities and to the
development and implementation of improvements to practices and processes to
enhance service delivery.
In this role, you will:
Manage the daily operations of the Service Centre team to ensure calls and tickets are prioritised, actioned and resolved efficiently across all locations.
Develop and implement measures to ensure the accuracy, timeliness and confidentiality of data recorded in the Service Management System.
Coordinate operational changes to maintain compliance with legislation, policy updates and audit requirements.
Provide advice to management and recommend suitable actions for staff regarding technical and operational issues to support ongoing improvement to client service satisfaction.




Implement new and improved procedures in collaboration with Managers to enhance service delivery levels, including promoting, supporting and assisting clients in the use of self-service options.
Provide technical advice to Managers to support improvements in overall operations and service provision within the directorate.
Oversee the development and sharing of knowledge within the Service Centre to ensure staff and customers have access to accurate information.
Mentor and develop staff through on-the-job training, coaching, and support, identifying skill gaps, and encouraging continuous improvement.
About You
You are an experienced and proactive people
leader with a strong background in service centre operations and a passion for
delivering outstanding customer outcomes.
You thrive in fast-paced
environments, confidently balancing competing priorities while maintaining a
focus on service quality and efficiency.
You bring proven capability in leading
high-performing teams, providing clear direction, and creating a collaborative
culture that supports knowledge sharing and professional growth.
You are
confident in coaching and mentoring staff and identifying capability gaps.
You are highly organised and
detail-oriented, excelling at overseeing day-to-day operations to ensure work
is prioritised, allocated, and delivered efficiently.
You are comfortable
analysing performance data, monitoring workloads, and proactively adjusting
resourcing to meet targets and maintain service standards.
You have a strong understanding of
operational governance, with the ability to implement changes in response to
policy updates and legislative requirements.
Your sound judgement and technical
insight enable you to provide informed advice to management and contribute to
broader operational improvements.
You are solutions-focused and committed to
continuous improvement, regularly reviewing processes and driving enhancements
that improve customer experience and service delivery outcomes.
You also
champion the adoption of self-service options, helping customers embrace more
streamlined ways of accessing services.
What we need from you
An up-to-date CV (max 5 pages)



and a cover
letter (max 2 pages) outlining how your knowledge, skills and experience are
aligned to the role.
In your cover letter please outline how you will manage
the key challenges of the role.
Please note that assessments will be
conducted for this role.
This involves submitting your application for review,
an interview, workplace assessment and reference checks.
A talent pool may be created from this
recruitment action for future temporary or ongoing vacancies in roles with
similar capability requirements
If you are on a Talent Pool within NSW Government at Grade 7 / 8 please identify on your application.
Salary Grade XX, with the base salary for this role starting
at 116,981 base plus superannuation
Click
Here
to access the Role Description
.
For enquiries relating to recruitment please
contact Kylie Makkink via ******.
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 ************ or
******
.
For more information, please visit
Information
on some of the different types of disabilities
Information on adjustments
available for the recruitment process

📌 Service Centre Operations Team Leader (New South Wales)
🏢 the original
📍 New South Wales