Manager Regulatory Services

NSW Department of Customer Service; Gosford; On-site; AUD 149,739 - 173,174; Full time

Job summary

A state service department is seeking a Clerk Grade 11/12 to lead multiple teams in Gosford, ensuring delivery of quality regulatory and advisory services. The role involves coaching a high-performing team, managing budgets, and driving operational efficiency through innovative solutions. Candidates should have extensive experience in customer service and strong leadership skills. The position offers a salary range between $149,739 - $173,174 and supports flexible working arrangements.

Qualifications

• Extensive experience managing advice and information services for diverse customer needs.
• Strong leadership and people management skills.
• Advanced capabilities in customer service and problem solving.
• Strategic mindset for balancing competing priorities.
• Proficiency in optimizing service delivery using technology.

Responsibilities

• Lead and develop a high-performing team.
• Oversee operations and improve service delivery.
• Manage budgets and reporting requirements.
• Build relationships with stakeholders.
• Analyze complaints and customer feedback for improvements.
• Drive continuous improvement and innovation.

Skills

Leadership

Customer service

Problem solving

Negotiation

Technology use

Job description

Overview

Shape the future of workplace safety and customer experience. Clerk Grade 11/12 with a salary range of $149,739 - $173,174. Ongoing role primarily based in Gosford with flexible working arrangements in place.

Note: The team is mostly Gosford-based and regular weekly travel to the Gosford office will be required.

About us

SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities.

SafeWork NSW has transformed to become a modern, strong, and independent work health and safety regulator. As part of this change, we have opportunities within our Psychosocial Return to Work and Regulatory Engagement Directorate.

About the role

SafeWork NSW is seeking an experienced and strategic leader to manage and drive the delivery of high quality regulatory and advisory services within our customer contact centre. This pivotal role oversees multiple service channels, including digital platforms and customer phone services ensuring timely, accurate, and consistent communication with workers, PCBUs, industry representatives, unions, and the broader community. You will lead two advisory service call centre teams and one business support team, manage budgets and resources, and implement innovative solutions to enhance customer experience and operational efficiency.

Key responsibilities include but are not limited to:

• Lead, coach, and develop a high-performing team to deliver exceptional customer outcomes.
• Oversee day to day operations and contribute to strategic initiatives across the organisation that improve service delivery and compliance.
• Manage performance, budgets, and reporting requirements in line with SafeWork NSW standards.
• Build strong relationships across SafeWork NSW and external stakeholders to respond to emerging priorities.
• Manage and analyse complaints and customer feedback to identify trends and implement corrective actions.
• Drive continuous improvement and innovation in service delivery, leveraging technology and best practice approaches.

To learn more about the role, please download the role description.

About You

We\'re looking for a resilient, collaborative, and results driven leader who thrives in a high volume, fast paced environment.

You will bring:

• Extensive experience managing advice and information services for diverse and complex customer needs preferably within a complex regulatory environment
• Strong leadership and people management skills, with the ability to inspire and motivate teams.
• Advanced capabilities in customer service, problem solving, influencing, and negotiation.
• A strategic mindset with the ability to balance competing priorities and deliver innovative solutions.
• Proficiency in using technology to optimise service delivery and operational outcomes.

How to apply

Click 'Apply Online' to access our application portal and submit your application. Your application should include a cover letter and resume outlining your capabilities and experience relevant to the role.

Application closing date: Friday 6 February 2026 (9:59AM)

For enquiries relating to the recruitment process, please contact Natalie Caruana at [e-mail]

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 Natalie Caruana at [e-mail]

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

A talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months.