Policy Manager

Department of Customer Service; Sydney; Hybrid; AUD 140,000 - 170,000; Full time

Job summary

Department of Customer Service in NSW Fair Trading seeks a Policy Manager to lead complex policy reforms across consumer protection, rental, property and strata issues. Hybrid work arrangements with Parramatta and Gosford attendance 2 days per week, salary grade 11/12, base salary AUD 154,231 plus superannuation.

The role provides high‑level policy and strategic advice to the NSW Government and supports a transformed, customer‑centric organisation focused on safer markets and effective

Qualifications

• Experience leading policy development or legislative reform within government or a regulatory environment.
• Ability to build and lead collaborative, high‑performing teams in fast‑paced settings.
• Strong analytical and conceptual skills to interpret evidence and apply frameworks.
• Excellent communication and stakeholder engagement to influence government.
• Experience collaborating with internal and external stakeholders to shape policy outcomes.

Responsibilities

• Leading the development and implementation of complex policy and legislative projects.
• Providing high‑level policy and strategic advice to senior executives, Ministers and stakeholders.
• Managing consultation processes and stakeholder engagement to deliver evidence‑based policy outcomes.
• Representing NSW Fair Trading on interagency groups and external forums.
• Building and managing a high‑performing team, including coaching staff.
• Delivering high‑quality research, analysis and policy advice within tight timeframes.
• Driving continuous improvement and best‑practice policy development across the Branch.

Skills

Policy leadership

Stakeholder engagement

Analytical thinking

Effective communication

Team leadership

Regulatory and government policy

Education

Tertiary qualifications in policy/law/economics

Job description

PolicyManager

Clerk Grade:11/12
Employment Type: Ongoing
Hybrid work arrangements, Parramatta - 4PSQ, Gosford Officeattendance required 2 days perweek.

The roles sit within NSWFairTrading in the Consumer Policy,Directorate, Strategy, Policy & Delivery Division
We are seeking strategic, outcomes-focused leaders to oversee complex policy reforms across a diverse range of consumer protection, industry, rental, property and strata issues.
You will play a key role in shaping industry regulation and leading strategic advice to the NSW Government and in support of NSW FairTrading’s vision to ensure a safe marketplace for goods, services and homes in NSW.

If you want to make a real difference by working on issues that will help improve people’s lives and help businesses in NSW, please come and join us!

AboutConsumerPolicy Directorate

We are a strategic policy hub responsible for delivering law reform and strategic policy across the broad range of legislative areas covered by NSW Fair Trading at both State and National level. We also support NSW Fair Trading’s intergovernmental engagement.

Be Part of the Future of Fair Trading

At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive. We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve. This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulations, improve customer experiences, and make a real difference for the people of NSW.

If you're someone who:

• Thinks deeply about the needs of people and communities,
• Is motivated by great outcomes, not just processes,
• Wants to be part of an organisation that’s transforming how regulation works —

…then there’s a place for you in our future.

About the Role

You will play a key role in shaping industry regulation and leading strategic advice to the NSW Government and in support of NSW FairTrading’s vision to ensure a safe marketplace for goods, services and homes in NSW.

This is a policy role (they are not customer service or administrative roles). We are keen to hear from you if you have relevant experience that could transfer to policy, including any of the following:

• Social sciences and the humanities
• Law
• Social research
• Economics
• Behavioural science
• Data analysis
• Operational roles in a regulatory environment
• Government / industry liaison

Your Responsibilities Will Include:

• Leading the development and implementation of complex policy and legislative projects.
• Providing high‑level policy and strategic advice to senior executives, Ministers and key government stakeholders.
• Managing consultation processes and stakeholder engagement to deliver robust, evidence‑based policy outcomes.
• Representing NSW Fair Trading on interagency working groups, committees and external forums.
• Building and managing a high‑performing team, including coaching and developing staff.
• Delivering high‑quality research, analysis and policy advice within tight timeframes.
• Driving continuous improvement and supporting best‑practice approaches to policy development across the Branch.

To be successful in this role you will demonstrate:

• Experience leading policy development, legislative change or strategic reform within government or a regulatory environment, and providing thought leadership on key policy issues.
• Experience in building and leading collaborative, high‑performing teams in complex and fast‑paced settings.
• Strong analytical and conceptual skills, with the ability to interpret evidence and apply legislative or regulatory frameworks.
• Excellent communication and stakeholder engagement skills, with the ability to influence, negotiate and build relationships.
• Experience working collaboratively with internal and external stakeholders to shape policy outcomes.
• Sound understanding of government policy and processes
• Relevant tertiary qualifications or equivalent experience in policy, law, social sciences, economics, research or management.
• A proactive, organised and adaptable approach, with the confidence to respond quickly to changing priorities.

Salary Grade 11/12, with the base salary for this role starting at $154231 base plus superannuation

Closing Date: Thursday 15th 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].

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process