Policy Officer - Talent Pool Campaign

NSW Department of Customer Service; Sydney; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Flexible working

Career development

Wellbeing support

Inclusive culture

Job summary

The NSW Department of Customer Service invites applications for a Policy Officer - Talent Pool Campaign. This Talent Pool will fill ongoing and temporary Policy Officer vacancies within the Portfolio Policy Team, Policy, Strategy & Governance Group, with flexible full-time or part-time arrangements and hybrid work (3 days in the office).

Salary Grade 07/08, base salary $116,981 plus super, and closing date Friday, September 25th, 2026 at 10:00 am.

Qualifications

• Research and analysis expertise: you must be able to identify the type of data needed to understand a problem, analyse information and make recommendations
• A delivery focus: you must be a motivated and proactive team player who completes work tasks on time and to a high standard
• Strategic problem-solving skills: you must have strong critical analysis skills. Experience working with legislation or in regulatory or insurance sectors desirable but not essential
• Government sector expertise: you must understand or have aptitude to navigate government processes and business operations, including Cabinet and legislative processes
• Effective Communication: you must be skilled in writing reports and documents that are clear, engaging and tailored to diverse audiences. Powerpoint skills are desirable but not essential
• Adaptability: you must be able to operate effectively in a complex, sensitive and changing environment
• Continuous improvement commitment: you must be intellectually curious, have a growth mindset and contribute to a continuous feedback culture.

Responsibilities

• Research and analyse policy issues to support evidence-based decision-making
• Develop practical, innovative solutions to complex matters
• Draft clear, concise and engaging reports, policy advice and briefing materials
• Provide high-quality secretariat support to governance groups
• Contribute to project planning and delivery, ensuring tasks are completed on time and to a high standard.

Skills

Research & analysis

Delivery focus

Strategic problem-solving

Government sector knowledge

Effective communication

Adaptability

Continuous improvement

Tools

PowerPoint

Job description

Policy Officer - Talent Pool Campaign

Clerk Grade: 07/08

Salary Range: $116,981 - $129,492 + super

Location: Haymarket, with hybrid work conditions, 3 days in the office

Employment type: Creation of a Talent Pool to fill ongoing and temporary Policy Officer role vacancies (full-time or part-time) as they arise from time to time within the Portfolio Policy Team of the Policy, Strategy & Governance Group in the Department of Customer Service

• Are you passionate about working on reforms that positively impact the lives of people and businesses in New South Wales?
• Are you a strategic and critical thinker with experience in working on public policy projects?
• Do you want to solve complex policy problems, make changes to legislation and work on innovative policy-related projects across regulatory issues, digital innovation, data and customer-centric services?
• If you answered yes to these questions, then you may want to join our Talent Pool.

About Us

The Department of Customer Service (DCS) is committed to championing the interests and perspectives of NSW citizens to deliver better customer service outcomes. DCS aims to deliver excellence in customer service and digital leadership and regulatory reform for the people of NSW.

The Portfolio Policy Team is a central policy team responsible for leading complex policy and regulatory reform across the DCS policy portfolio. It consists of the Regulatory Reform stream and the Digital, Data and Customer stream.

The Portfolio Policy Team is a highly skilled team providing strategic policy advice to Ministers, the DCS Secretary and senior executives. Team members gain exposure to senior decision-makers and shape policy, strategy and legislation in the DCS Portfolio.

Team members work closely with DCS regulators including NSW Fair Trading, the NSW Building Commission and the State Insurance Regulatory Authority, as well as other agencies and business units within DCS, such as Digital NSW and Service NSW.

In this role, you will:

• Research and analyse policy issues to support evidence-based decision-making
• Develop practical, innovative solutions to complex matters
• Draft clear, concise and engaging reports, policy advice and briefing materials
• Provide high-quality secretariat support to governance groups
• Contribute to project planning and delivery, ensuring tasks are completed on time and to a high standard.

To be successful in this role, you will have:

• Research and analysis expertise: you must be able to identify the type of data needed to understand a problem, analyse information and make recommendations
• A delivery focus: you must be a motivated and proactive team player who completes work tasks on time and to a high standard
• Strategic problem-solving skills: you must have strong critical analysis skills. Experience working with legislation or in regulatory or insurance sectors is desirable but not essential
• Government sector expertise: you must understand or have aptitude to navigate government processes and business operations, including Cabinet and legislative processes
• Effective Communication: you must be skilled in writing reports and documents that are clear, engaging and tailored to diverse audiences. Powerpoint skills are desirable but not essential
• Adaptability: you must be able to operate effectively in a complex, sensitive and changing environment
• Continuous improvement commitment: you must be intellectually curious, have a growth mindset and contribute to a continuous feedback culture.

We value diverse experience. Even if you're not sure you meet all requirements, we encourage you to apply.

Why Join Our Talent Pool?

• Flexible Working: We have a broad range of flexible working arrangements, including flex time accrual for extra hours worked (for non-executive roles) based on a 35-hour standard week
• Career Development: We're serious about the development of our team members through on the job training and professional development opportunities
• Wellbeing Support: We work hard to create a safe and supportive environment
• Inclusive Culture: There are a range of staff‑led networks you may join including the Aboriginal Staff Advisory Committee, Diversity & Inclusion Network and Young Professionals Network.

If you need an adjustment during the recruitment process, please notify us on your application form.

Salary Grade 07/08, with the base salary for this role starting at $116,981 base plus superannuation

Closing Date:

Friday, September 25th, 2026 at 10:00 am

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