Legislative Assurance Lead: Risk & Quality

NSW Department of Customer Service; Parramatta; Hybrid; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Hybrid work arrangements

Parramatta office

Job summary

NSW Department of Customer Service – Parramatta NSW is seeking an experienced Technical Advisor to lead independent assurance on duties legislation and quality control. You will guide risk-based QA programs, provide high-stakes technical advice, and drive improvements in guidance and training.

You will manage priorities, backlogs and emerging risks, while balancing operational delivery with independent assurance.

Qualifications

• Strong experience in technical assurance, taxation, revenue, audit or complex regulatory environments.
• Ability to lead people, set priorities and deliver reliable services in a high-volume area.
• Sound judgement and confidence to make or elevate difficult decisions.
• Experience interpreting legislation, policy and procedural requirements.
• Excellent analytical skills and pattern recognition in quality data.
• Clear written and verbal communication in plain English.

Responsibilities

• Lead a risk-based program of quality assurance, quality control and audits across Duties.
• Provide or oversee clear technical advice on high-risk matters.
• Set priorities, allocate work and manage service levels and backlogs.
• Lead calibration, moderation and feedback to ensure consistent checking.
• Identify recurring errors and systemic issues; recommend corrective action.
• Oversee technical support and triage where senior judgement is needed.
• Maintain separation between operational decisions and independent assurance.
• Collaborate with the Training and Knowledge Manager to turn findings into guidance.
• Build capability of team leaders, senior advisers and assurance officers.
• Provide concise reporting on quality, trends, risk and improvement actions.

Skills

Technical leadership

Quality assurance

Legislation interpretation

Auditing

Risk management

Education

Law degree or equivalent

Job description

NSW Department of Customer Service – Parramatta NSW

Duties Legislative Advice & Assurance Lead (Senior Technical Advisor)

Lead independent assurance, strengthen technical decisions and turn quality findings into practical improvement.

• Employment type Full-time : ongoing opportunity
  
• Location : Parramatta, Wollongong, or Gosford office with hybrid working arrangements available
• Salary Range : $133,348 - $146,945 base plus super and annual leave loading
  
• Business area : Revenue NSW, Duties & Grants, Technical Team

About the opportunity:

We are looking for an experienced technical leader with practical experience administering NSW duty and duties legislation, including the Duties Act 1997 and relevant provisions of the Taxation Administration Act 1996 and other associated legislation. You will lead a team that provides risk-based quality assurance and audit activity, support the resolution of complex matters and give leaders clear insight into quality, risk and service performance. This is a hands-on leadership role for someone who can balance sound technical judgement with practical service delivery.

What you will do:

• Lead a risk-based program of quality assurance, quality control and random audits across Duties assessing and compliance work.
• Provide or oversee clear technical advice on complex, sensitive or high-risk matters.
• Set priorities, allocate work and manage service levels, backlogs and emerging risks.
• Lead consistent checking practices through calibration, moderation and feedback.
• Identify recurring errors and systemic issues, then recommend clear corrective action.
• Oversee technical support and phone or email triage where senior assurance judgement is needed.
• Maintain appropriate separation between operational decision-making and independent assurance.
• Work closely with the Technical Training and Knowledge Manager so assurance findings are turned into targeted learning and updated guidance.
• Build the capability of team leaders, senior technical advisers and assurance officers.
• Provide concise reporting to senior leaders on quality, trends, risks, customer impacts and improvement actions.

What success looks like:

• Assurance work is risk-based, timely and aligned with agreed service standards.
• Checking is consistent and supported by clear evidence and escalation pathways.
• Leaders understand the main quality risks, trends and actions required.
• Complex matters receive timely, well-reasoned technical support.
• Assurance findings lead to practical improvements in guidance, training and operational practice.

What you will bring:

• Strong experience in technical assurance, taxation, revenue, audit, compliance, legal interpretation or another complex regulatory environment.
• Proven ability to lead people, set priorities and deliver reliable services in a high-volume environment.
• Sound judgement and the confidence to make or escalate difficult decisions.
• Experience interpreting legislation, policy, delegations and procedural requirements.
• Excellent analytical skills and the ability to find patterns in quality and service data.
• Clear written and verbal communication, including the ability to explain complex issues in plain English.
• Ability to build constructive working relationships while protecting the independence of assurance activity.
• A practical improvement mindset, with a focus on better decisions and better customer outcomes.

Why this role matters

This role protects the integrity of decision-making. It gives the business an independent view of quality, helps prevent errors and rework, and supports early action on emerging technical or systemic risks.
How to apply , Please include:

An up-to-date resume, maximum 4 pages.
A cover letter, maximum 2 pages, explaining how your skills and experience match the role and how you would approach its priorities.

Salary Grade 09/10, with the base salary for this role starting at 133,348 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Sujatha Sankaran Kutty via ***************@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.

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 8*** or *************@customerservice.nsw.gov.au.

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