Job Description
Department of Customer Service
Reference number
req50860
Occupation
Call Centre Services
Work type
Full-Time
Location
Sydney City
Salary Information
$105,986 - $124,957 plus super
Closing date
20 April 2026 at 10:00am
Role: Team Leader
Grade: SNSW Grade 7/8
Employment Type: Temp/ongoing, Full-time
Location: McKell, Gosford or Parramatta
This role sits within Customer Payments Assessment Team
Please note: This recruitment will be used create a Talent Pool for opportunities that arise over the next 18 months. If you are interested and would like to be considered to join our talent pool for upcoming full-time and temporary opportunities, apply now.
About the team
CPAT supports the delivery of major government payments and programs that strengthen communities and businesses—spanning grants, rebates, voucher initiatives and compliance. This role offers meaningful work, variety, and the opportunity to contribute to high-profile programs with real community impact.
Your day-to-day
Lead daily operations by allocating and prioritising workloads to ensure CPAT assessment targets and service standards are met
Coach, support and motivate a team of assessors through regular check-ins, quality feedback and on-the-job guidance
Provide leadership on complex or sensitive cases, including eligibility decisions, escalations and compliance queries
Monitor team performance using dashboards and reports, identifying trends, risks and improvement opportunities
Collaborate with Quality, Compliance and other stakeholders to resolve issues and support consistent decision making
Support your team in delivering calm, empathetic customer service, particularly during high-volume or disaster response periods
Key accountabilities
Lead and inspire a high performing team in a fast paced, high-volume environment where your leadership makes a real difference to customers and communities.
You’ll manage workflows to meet service delivery standards, coach and develop team members, and build an engaged, accountable team culture. Working closely with stakeholders, you’ll support complex assessments, ensure compliance with legislation and grant guidelines, and contribute to quality assurance and continuous improvement.
You’ll use data, dashboards, and Microsoft tools to monitor performance, identify trends, and inform decision making, while supporting your team to deliver empathetic, professional customer service—especially in sensitive or disaster related situations.
This role suits a resilient, adaptable leader who thrives in change, values people centred leadership, and wants to combine operational excellence with purpose driven work.
To Apply
Please submit your resume (4 pages max) and cover letter (2 pages max) outlining your suitability for the role.
Click Team Leader to access the Role Description
Remuneration:
Service NSW Grade 7/8 salary package starts from $105,986 plus employer's contribution to superannuation and annual leave loading.
When applying you need to:
Include an up-to-date resume (max 3 pages)
Provide a cover letter outlining how your skills and experience meet the requirements of the role (max 2 page)
CLOSING DATE: Monday 20 April at 9.59am
We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact thomas.ting-shelley@customerservice.nsw.gov.au
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
For enquiries relating to recruitment please contact Thomas Ting-Shelley via thomas.ting-shelley@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.
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 want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact thomas.ting-shelley@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
Reference number
req50860
Occupation
Call Centre Services
Work type
Full-Time
Location
Sydney City
Salary Information
$105,986 - $124,957 plus super
Closing date
20 April 2026 at 10:00am
Role: Team Leader
Grade: SNSW Grade 7/8
Employment Type: Temp/ongoing, Full-time
Location: McKell, Gosford or Parramatta
This role sits within Customer Payments Assessment Team
Please note: This recruitment will be used create a Talent Pool for opportunities that arise over the next 18 months. If you are interested and would like to be considered to join our talent pool for upcoming full-time and temporary opportunities, apply now.
About the team
CPAT supports the delivery of major government payments and programs that strengthen communities and businesses—spanning grants, rebates, voucher initiatives and compliance. This role offers meaningful work, variety, and the opportunity to contribute to high-profile programs with real community impact.
Your day-to-day
Lead daily operations by allocating and prioritising workloads to ensure CPAT assessment targets and service standards are met
Coach, support and motivate a team of assessors through regular check-ins, quality feedback and on-the-job guidance
Provide leadership on complex or sensitive cases, including eligibility decisions, escalations and compliance queries
Monitor team performance using dashboards and reports, identifying trends, risks and improvement opportunities
Collaborate with Quality, Compliance and other stakeholders to resolve issues and support consistent decision making
Support your team in delivering calm, empathetic customer service, particularly during high-volume or disaster response periods
Key accountabilities
Lead and inspire a high performing team in a fast paced, high-volume environment where your leadership makes a real difference to customers and communities.
You’ll manage workflows to meet service delivery standards, coach and develop team members, and build an engaged, accountable team culture. Working closely with stakeholders, you’ll support complex assessments, ensure compliance with legislation and grant guidelines, and contribute to quality assurance and continuous improvement.
You’ll use data, dashboards, and Microsoft tools to monitor performance, identify trends, and inform decision making, while supporting your team to deliver empathetic, professional customer service—especially in sensitive or disaster related situations.
This role suits a resilient, adaptable leader who thrives in change, values people centred leadership, and wants to combine operational excellence with purpose driven work.
To Apply
Please submit your resume (4 pages max) and cover letter (2 pages max) outlining your suitability for the role.
Click Team Leader to access the Role Description
Remuneration:
Service NSW Grade 7/8 salary package starts from $105,986 plus employer's contribution to superannuation and annual leave loading.
When applying you need to:
Include an up-to-date resume (max 3 pages)
Provide a cover letter outlining how your skills and experience meet the requirements of the role (max 2 page)
CLOSING DATE: Monday 20 April at 9.59am
We want you to bring your best self to this application process. If you feel you may require an adjustment during the recruitment process, please contact thomas.ting-shelley@customerservice.nsw.gov.au
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
For enquiries relating to recruitment please contact Thomas Ting-Shelley via thomas.ting-shelley@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.
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 want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact thomas.ting-shelley@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
💡 Quick Summary
Seeking a career-building opportunity? The Team Leader position is now open for candidates interested in the Government Job Alert sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Government Job Alert is a plus.