Senior Service Centre Operations Lead

Senior Service Centre Operations Lead

Clerk Grade: 9/10

Salary Range: $133,348 – $146,945 (plus superannuation)

Employment Type: Ongoing

Locations: Orange, NSW or Parramatta. 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: Monday 20 July 2026 [10:59am]

About this role

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 new 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

• Lead and manage the day-to-day operations of the Service Centre team, ensuring the delivery of highquality, efficient, and customer-focused support services. This role is responsible for operational oversight, driving process improvements, managing escalations, and supporting the implementation of strategic initiatives. The Senior Service
• Delivery Team Lead acts as a key conduit between management and frontline teams, ensuring service standards, compliance, and continuous improvement are embedded in daily practice.
• As a Senior Service Centre Operations Lead, you will lead the day-to-day operations of a busy Service Centre, ensuring the delivery of high-quality, efficient, and customer-focused support across all channels.

In this role, you will

• Oversee the daily operations of the Service Centre team to ensure service levels, quality, and efficiency targets are consistently achieved across all channels.
• Act as the primary escalation point for complex or sensitive service issues, resolving or escalating them as appropriate to deliver timely and effective outcomes.
• Track, analyse, and report on team performance metrics, identifying trends and implementing corrective actions to address gaps and improve results.
• Lead the adoption and refinement of standardised processes, contributing feedback and supporting the implementation of new initiatives to enhance service delivery.
• Manage team rosters, workloads, and resource allocation to ensure optimal coverage and responsiveness to fluctuating demand.
• Ensure all team activities comply with relevant policies, procedures, and service level agreements by conducting regular quality checks and audits.
• Mentor and coach Team Leaders and staff to foster a culture of continuous learning, professional growth, and high performance.

Build and maintain effective relationships with internal and external stakeholders, representing the Service Centre in cross-functional initiatives and supporting broader strategic projects.

About You You thrive in a fast-paced, multi-functional Service Desk environment, confidently collaborating with diverse teams and workstreams as part of your day-to-day operations. You bring strong coordination skills, effectively managing processes, resources, and people to consistently meet and exceed service standards.

With hands-on experience in frontline service delivery, you thrive on building highly motivated teams, optimising processes and delivering outcomes for our customers. You demonstrate strong critical thinking and problem-solving abilities, approaching challenges with creativity and a willingness to develop “out of the box” solutions.

You are an inspiring leader who coaches, motivates, and develops high-performing teams, while proactively managing performance and fostering a positive, accountable workplace culture. Above all, you are a passionate advocate for service excellence, maintaining a strong focus on delivering outstanding outcomes for both customers and employees

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.

Within your cover letter, outline how you will manage the key challenges of the role. share your motivation for applying for this position and your relevant skills. Applications without a cover letter will not be progressed.

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment, psychometric profile, reference and background checks.

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements.

Identify on your application if you are within NSW government on an existing Grade 9/10 talent pool.

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 Kylie Makkink via kylie.makkink@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: Monday 20 July 2026 [10:59am]

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 .

For more information, please visit

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Information on adjustments available for the recruitment process