Payroll Service Officer

Department of Customer Service; Bathurst; Hybrid; AUD 103,000 - 114,000; Full time

Job summary

Department of Customer Service (DCS) is seeking a Payroll Service Officer in the Service Improvement and Data Quality team. The role focuses on investigating payroll enquiries, analysing data, and collaborating with payroll teams and stakeholders to improve service delivery.

The position is hybrid with in-office requirements 2-3 days per week, located in Parramatta/Orange. Salary ranges from $102,936 to $113,579 plus superannuation and leave loading; close date 20 September 2026.

Qualifications

• Strong analytical and critical thinking abilities to evaluate information.
• Ability to analyse data and identify patterns to support improvements.
• Excellent collaboration and stakeholder engagement across teams.

Responsibilities

• Investigate complex payroll enquiries and identify root causes.
• Analyse payroll data from multiple sources to spot risks and improvement opportunities.
• Collaborate with payroll teams and stakeholders to resolve issues and enhance outcomes.
• Review processes and contribute to continuous improvement initiatives.
• Develop evidence-based recommendations for decision-making.
• Monitor service trends and identify opportunities to improve payroll services.
• Prepare reports and briefings for leadership teams.
• Support documentation and quality assurance activities.

Skills

Strong analytical thinking

Critical thinking

Data analysis

Stakeholder engagement

Problem solving

Communication skills

Job description

Payroll Service Officer – Service Improvement and Data Quality

Clerk Grade:5/6

Salary Range: $102,936-$113,579 plus superannuation and leave loading

Employment Type: Full-Time, Ongoing

Location: Parramatta, Orange - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.

Application Closing: Sunday, 20th September 2026 [11:59pm]

About Us

Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

About the team

Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.

The Service Improvement and Data Quality (SIDQ) team plays a critical role in improving payroll service delivery across NSW Government. We focus on identifying systemic issues, analysing complex payroll enquiries, improving business processes, enhancing data quality, and partnering with stakeholders to deliver sustainable solutions.

This role is centred on investigation, analysis, service improvement and collaboration. It is ideal for someone who enjoys solving complex problems, challenging existing processes and influencing positive change.

What you will do

• Investigate complex payroll enquiries, trends and recurring issues to identify root causes and recommend sustainable solutions.
• Analyse payroll-related data and information from multiple sources to identify risks, anomalies and opportunities for improvement.
• Collaborate with payroll teams, business stakeholders, government agencies and customers to resolve issues and improve service outcomes.
• Review business processes and contribute to continuous improvement initiatives that enhance efficiency, quality and customer experience.
• Develop recommendations based on evidence, data and business insight to support informed decision-making.
• Monitor service trends and emerging issues and proactively identify opportunities to improve payroll services.
• Prepare reports, briefings and recommendations for stakeholders and leadership teams.
• Contribute to service improvement projects and operational initiatives across Government Shared Services.
• Support the development of process documentation, knowledge resources and quality assurance activities.
• Build strong working relationships with stakeholders to achieve shared outcomes and encourage collaborative problem solving.

About You

We are looking for a highly analytical and curious professional who enjoys understanding problems, interpreting information and influencing improvements.

The successful candidate will demonstrate:

• Strong analytical and critical thinking skills with the ability to evaluate information, identify patterns and develop practical solutions.
• Exceptional problem-solving capability and the confidence to investigate complex issues through to resolution.
• Demonstrated ability to analyse data, challenge assumptions and make evidence-based recommendations.
• Excellent collaboration and stakeholder engagement skills, with the ability to work effectively across diverse teams and functions.
• Effective communication skills, with the ability to translate complex information into clear and meaningful insights.
• Experience managing competing priorities while maintaining attention to detail and quality outcomes.
• A continuous improvement mindset and passion for identifying opportunities to enhance processes, services and customer outcomes.
• High-level administrative and organisational skills.
• Ability to acquire and apply knowledge of public sector employment legislation, awards, policies, statutory instruments and payroll-related frameworks.
• Experience working in environments requiring investigation, analysis, service delivery, compliance, quality assurance or process improvement.

For enquiries relating to recruitment pleasecontact Michael Yoon via [e-mail].

Salary Grade 5/6, with the base salary for this role startingat $102936 base plus superannuation

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 8130 or [e-mail].