Payroll Service Officer

NSW Department of Customer Service; Orange City Council; Hybrid; AUD 103,000 - 114,000; Full time

Job summary

NSW Department of Customer Service – Orange NSW is seeking a Payroll Service Officer focused on service improvement and data quality. The role involves investigating complex payroll enquiries, analysing data from multiple sources, and collaborating with payroll teams and stakeholders to improve service outcomes.

The position is hybrid, based in Parramatta/Orange, with in-office work 2–3 days a week as required. Salary ranges from $102,936 to $113,579 plus superannuation and leave loading.

Qualifications

• Highly analytical and curious professional who enjoys understanding problems, interpreting information, and influencing improvements.
• Strong analytical and critical thinking skills with the ability to evaluate information and identify patterns.

Responsibilities

• Investigate complex payroll enquiries, trends and recurring issues to identify root causes and recommend sustainable solutions.
• Analyse payroll-related data 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 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.

Skills

Analytical thinking

Problem solving

Data analysis

Stakeholder engagement

Communication skills

Prioritization

Continuous improvement

Administrative skills

Job description

NSW Department of Customer Service – Orange NSW

Payroll Service Officer - Service Improvement and Data Quality

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

As a Payroll Service Officer you will:

• 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.

What we need from you

An up‑to‑date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills.

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements

Salary Grade 5/6, with the base salary for this role starting at $102,936 base plus superannuation

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

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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Information on adjustments available for the recruitment process

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