Legislative Capability and Knowledge Lead

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

Benefits offered by this job

Hybrid work arrangements

Job summary

Department of Customer Service in Parramatta, NSW, Australia, seeks a Senior Technical Advisor to lead the Training and Knowledge stream within the Duties & Grants Technical Team. The role creates proactive learning programs, improves onboarding and accreditation, and ensures staff access to current, practical guidance on duty legislation.

You will translate complex duties and tax provisions into clear training, develop career pathways, and measure learning impact across teams.

Qualifications

• Experience in training, capability development or knowledge management.
• Ability to translate complex legislation into practical guidance.
• Experience designing learning programs, onboarding or accreditation.

Responsibilities

• Develop and implement a technical training strategy and learning calendar.
• Lead onboarding, accreditation and capability uplift for Technical Team staff.
• Turn legislation and real case studies into practical training and job aids.
• Oversee creation and updating of knowledge articles and training materials.
• Work with stakeholders to identify learning needs and development opportunities.

Skills

Training experience

Capability development

Knowledge management

Regulatory interpretation

Job description

Technical Training and Knowledge Lead ( Senior Technical Advisor)

Build technical capability, keep guidance current and make learning practical, planned and easy to apply.

• Employment type Full-time, ongoing opportunity
• Classification Clerk Grade 9/10
• Location Parramatta, Wollongong, or Gosford office with hybrid working arrangements available
• Salary Grade 9/10 with salary range of $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 trainer with exposure to the 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 be responsible for managing the Training and Knowledge stream within the Duties & Grants Technical Team. You will create a proactive learning program, improve onboarding and accreditation, and make sure staff can find and use accurate technical guidance. This role suits someone who can turn complex legislation and real case experience into clear, practical learning.

What you will do

• Develop and implement a technical training strategy, annual learning calendar and clear priorities based on business need.
• Lead onboarding, accreditation and ongoing capability uplift for Technical Team staff, team leaders, assessors and compliance staff.
• Turn legislation, procedures, assurance findings and real case studies into practical training and job aids.
• Oversee the creation, review and update of knowledge articles, technical guidance and training materials.
• Set clear ownership and review cycles so knowledge content remains current, accurate and easy to use.
• Work with business areas, subject matter experts and external partners to identify learning needs and suitable development opportunities.
• Support legislative changes, projects and new services with timely learning and knowledge products.
• Create technical career pathways, succession plans and individual or team development plans.
• Measure the impact of learning through completion, time to competence, quality outcomes, rework and application on the job.
• Partner with the Technical Assurance Manager so quality findings and emerging risks quickly inform training and guidance.

What success looks like

• Training is proactive, planned and linked to clear business and technical priorities.
• New and existing staff have practical learning pathways and clearer time-to-competence expectations.
• Knowledge material is current, owned, easy to find and used consistently.
• Case studies and assurance findings are routinely converted into useful learning.
• Leaders can see whether capability activities are improving confidence, quality and decision-making.

What you will bring

• Strong experience in training, capability development, knowledge management, stamp duty interpretation or a complex regulatory setting.
• Proven ability to lead people and deliver a planned program of work across competing priorities.
• Ability to translate complex technical information into plain English, practical examples and usable guidance.
• Experience designing learning programs, onboarding, coaching, facilitation or accreditation.
• Good understanding of knowledge governance, content ownership and review controls.
• Strong stakeholder skills and the confidence to influence priorities across multiple business areas.
• Ability to use evidence and feedback to identify capability gaps and measure whether learning has worked.
• A practical, customer-focused approach and a genuine interest in helping others build confidence and technical skill.

Why this role matters

This role helps prevent errors before they occur. It builds a stronger technical workforce, improves access to trusted guidance and creates clearer development pathways for staff who want to grow their technical careers.

Our workplace

A career with the Department of Customer Service gives you the opportunity to improve government services and contribute to better outcomes for the people of NSW. We welcome different backgrounds, experiences and perspectives. Adjustments are available throughout the recruitment process. Salary Grade 09/10, with the base salary for this role starting at base plus superannuation. For enquiries relating to recruitment please contact Sujatha Sankaran Kutty via [e-mail]. 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 [e-mail].

You can view our full diversity and inclusion statement here.

Recruitment Process

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 26 OCT 2026 at 11:59pm.

Careers at Department of Customer Service

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