Manager Supported Customers and Outreach

Revenue NSW; Parramatta; Hybrid; AUD 154,000 - 178,000; Full time

Benefits offered by this job

Hybrid work

Professional development

Health and wellbeing program

Job summary

Revenue NSW is seeking a Manager, Supported Customers and Outreach in the Fines and Debt Division. You will lead a multi-site team, including the First Nations and Outreach components, to deliver compassionate and efficient customer service.

Reporting to the Director, you will drive strategic initiatives to reduce hardship and improve outcomes for vulnerable communities. You will manage up to six direct reports and many more indirectly, balancing field and office work while building trusted

Qualifications

• Experience leading large, geographically dispersed teams.
• Excellent written and verbal communication skills adaptable to diverse audiences.
• Ability to build and maintain partnerships with government and community organisations.
• Strong coaching and people leadership for high-performing cultures.

Responsibilities

• Lead the Supported Customers and Outreach Team with up to 6 direct reports and over 50 indirect reports.
• Report to the Director, Customer Channels and manage staff issues in a busy customer contact environment.
• Develop initiatives addressing social issues leading to fines and debt for vulnerable customers.
• Foster partnerships with government and community organisations and monitor service initiatives.

Skills

Leadership

Coaching

Strategic partnerships

Communication

Job description

Manager, Supported Customers and Outreach – Fines and Debt Division: Revenue NSW Clerk Grade: 11/12 Salary: $154,231 - $178,369 + Superannuation Employment Type: Ongoing Location: Any Revenue NSW location (Parramatta, Gosford, Lithgow, Maitland, Wollongong) Applications Close: Monday the 19th of October 2026 [at 9:59am]

About Revenue NSW

The Manager, Supported Customers and Outreach role sits within the Fines and Debts division at Revenue NSW. We are the state’s principal revenue management agency and are a part of the Department of Customer Service (DCS). We manage taxes, fines, debts and administer grants in a fair, efficient and timely manner. Through this we give back to the community and fund essential State services for the people of NSW.

About the team

Join a team that is actively working to reduce the disproportionate impact of government fines and debts on people experiencing hardship and vulnerability. In this role, you will have strategic oversight over the following teams and programs:

• The Supported Customers team manages a range of forward-thinking programs including the Work and Development Order scheme, our financial abuse service, and our advocacy hotline. This team has a blended model including a high-volume customer contact and backend processing tasks.
• The First Nations Team is a customer support team that provides culturally safe services to Aboriginal customers who have fines and debts, with the goal of building trust. This team operates in a customer contact environment.
• The Outreach Team provides in-community support in regions across NSW, particularly those with high populations of Aboriginal and Culturally and Linguistically Diverse customers. The team is dispersed across NSW communities including Broken Hill, Walgett, Dubbo, Lismore, Port Macquarie, the Hunter, Central Coast, Nowra and Sydney.

Your day-to-day Reporting to the Director, Customer Channels, you will be responsible for leading the Supported Customers and Outreach Team, with up to 6 direct reports and more than 50 indirect reports.

You will need to be an inspiring leader with demonstrated management ability focused on enabling quality and timely services to customers. You will need to manage staff issues that arise in a tightly scheduled customer contact environment, while also managing issues and risks associated with field work in regional and remote areas.

You will form strategic partnerships with government and community organisations and develop initiatives that tackle social issues that lead to fines and debt for vulnerable customers.

You will need to exercise judgement, make effective decisions in real time, and create a courageous culture based on ethical standards, keeping up to date with changes in legislation, procedures and policy.

To be successful in this role you will demonstrate:

• An understanding of the social and economic issues that impact communities and contribute to systemic hardship and vulnerability.
• Demonstrated cultural competence and experience leading diverse teams, including Aboriginal and Culturally and Linguistically Diverse employees, with a commitment to fostering an inclusive and respectful workplace.
• Proven experience leading large, geographically dispersed teams, with a strong track record of building high-performing cultures through effective coaching, mentoring and people leadership.
• Excellent communication skills, with the ability to prepare clear written materials adapted for a range of audiences.
• Demonstrated ability to build and maintain strategic partnerships with government and community organisations and leaders.
• Strong customer service skills, with experience creating, implementing, and monitoring service initiatives to meet customer expectations.
• An innovative mindset, with an ability to solve problems while identifying and mitigating risks.
• An ability to optimise business outcomes to ensure delivery of strategic goals.

For enquiries regarding this position, please contact Mathew Baker via [e-mail]

Working at DCS

We offer the following benefits and working arrangements:

• 35-hour working week, with opportunities for flex leave where additional hours are worked.
• Revenue NSW is proud of our diverse and regional teams. We welcome flexible, hybrid working arrangements with your office location at one of our many Revenue NSW working locations https://www.nsw.gov.au/departments-and-agencies/customer-service/dcs-building-access (subject to approval and availability).
• Learning tools are available for ongoing professional development.
• Health and wellbeing programs.

Who we are

By putting the customer at the centre of all programs and initiatives, we are transforming the way government interacts with the people of NSW. Our services are designed so that everyone can access and interact with them in a meaningful way. DCS is focused on delivering customer service, digital transformation and regulatory reform to more than 8 million people. From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.

Salary Grade

Salary Grade 11/12, with the base salary for this role starting at $154,231 base plus superannuation.

For enquiries relating to recruitment please contact Amber Ellis via [e-mail].

Closing Date

Monday the 19th of October 2026 [at 9:59am]

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.

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].

For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process