Policy Manager

NSW Department of Customer Service; Sydney; Hybrid; AUD 139,000 - 170,000; Full time

Job summary

NSW Department of Customer Service is seeking a Policy Manager to oversee complex policy reforms across consumer protection, industry, rental, property and strata issues. The role sits in the Consumer Policy Directorate, Strategy, Policy & Delivery Division and focuses on shaping industry regulation and strategic advice to the NSW Government.

The position requires experienced leadership, analysis, and the ability to manage stakeholder engagement across multiple agencies.

Qualifications

• Experience leading policy development or legislative change within government or regulatory bodies.
• Experience building and leading collaborative teams in complex settings.
• Strong analytical and conceptual abilities to interpret evidence and apply regulations.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• 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.

Skills

Analytical thinking

Stakeholder engagement

Policy development

Leadership

Education

Tertiary qualifications in policy, law, social sciences, economics, research or management

Job description

Policy Manager

Clerk Grade: 11/12

Employment Type: Ongoing

Hybrid work arrangements, Parramatta - 4PSQ, Gosford Office attendance required 2 days per week.

The roles sit within NSW Fair Trading 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 Fair Trading's vision to ensure a safe marketplace for goods, services and homes in NSW.

About Consumer Policy 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, and
• Wants to be part of an organisation who's transforming how regulation works -

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

Join us as we build a Fair Trading that's fit for the future - one that's customer-centred, evidence-driven, and proudly focused on public value.

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 Fair Trading'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

If this sounds appealing to you, we welcome your application!

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 154,231 base plus superannuation

Closing Date

Thursday 15th October, 2026 (at 9:59am)

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 8130 or [e-mail].

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process