Senior Advisor, Knowledge, Learning and Capability

An exciting chance has arisen within NSW Fair Trading for a Senior Advisor in our Knowledge, Learning and Capability team!

- Full-Time (35hpw) Temporary up to 12months
- Clerk Grade 9/10 ($133,348 - $146,945pa + super + leave loading

- Open to location (in-office attendance required in line with DCS’ policies)

Be Part of the Future of Fair Trading

At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive.

We’re creating a more modern, responsive and risk-based NSW Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve.

This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW.

If you’re someone who:

- Thinks deeply about the needs of people and communities,

- Is motivated by great outcomes, not just processes, and

- Wants to be part of an organisation that’s transforming how regulation works —

…then there’s a place for you in our future.

Join us as we build a NSW Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value.

About the Team

This role sits within NSW Fair Trading’s Regulatory Education and Strategic Priorities area, in our Knowledge, Learning and Capability team. The team designs and delivers programs that build workforce capability, support regulatory excellence, and promote a learning culture across the organisation. The team partners closely with business areas to ensure alignment with organisational priorities and workforce needs to support capability uplift and alignment.

About the Role

As a Senior Advisor, Knowledge, Learning and Capability, you are responsible for delivering high quality knowledge and learning material to support building the capability of our teams and improve both the customer and employee experience.





Your responsibilities will include:

- Design, develop and maintain knowledge resources including articles, work instructions, and learning content to ensure accuracy, consistency, and alignment with business priorities and regulatory requirements.

- Coordinate the development and delivery of operational and capability-based training programs to build staff confidence and competence across a range of functions.

- Partner with stakeholders to identify knowledge gaps, training needs and opportunities to improve ways of working and capability development.

- Evaluate the effectiveness of learning and development and knowledge initiatives, using feedback and performance data to assess effectiveness and inform continuous improvement.

- Support the implementation of best-practice knowledge management processes, systems and repositories to enable timely, easy access to critical business information.

- Contribute to the development of standardised learning frameworks and resources that promote consistency and enable scalable training delivery across business areas.

- Prepare high-quality materials, reports and recommendations to inform decision-making and improve program design, including learning needs analyses and capability gap assessments.

- Contribute to a collaborative and inclusive team culture, supporting peers, and mentoring junior staff to build collective capability and support a positive work setting.

To be successful in this role, you will have:

- You will have robust, demonstrated experience in capability development and uplift initiatives and projects

- You will have advanced communication skills to communicate clearly and effectively, building strong relationships with stakeholders and explaining complex information with confidence.

- You will apply strong problem‑solving and analytical skills to deliver quality results, and drive continuous improvement.

- You will show resilience and adaptability,



effectively managing competing priorities and supporting our people through change in a quick‑paced environment.

- You will have experience and/or skills in workforce strategy and organisational culture supporting NSWFT leaders with informed advice, and collaborating to implement and support organisation-wide engagement and uplift strategies.

How to apply

Click the 'apply' button and attach a:

- Cover letter (1 page max) outlining your motivations for applying, and what skills and experience you bring to the role.

- Resume (max 4 pages)

Further Information

Salary Grade 9/10, with the base salary for this role starting at $133348 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Jessica Love via [email protected].

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: 11:59pm Thursday 15th October 2026

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 [email protected].

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

📌 Senior Advisor, Knowledge, Learning and Capability (New South Wales)
🏢 NSW Department of Customer Service
📍 New South Wales