Regulatory Service Team Leader

NSW Department of Customer Service; Gosford; Hybrid; AUD 120,000 - 147,000; Full time

Benefits offered by this job

Hybrid work arrangements

Office presence 2-3 days/week in Gosf

Job summary

NSW Department of Customer Service’s SafeWork NSW division in Gosford seeks a capable leader to guide a skilled team, resolve complex customer matters, and improve service delivery. The role is ongoing, full-time, with hybrid working and 2–3 days in the office weekly to engage stakeholders.

You will manage escalated inquiries, coach staff, apply legislation and policy, and ensure high standards of accuracy and efficiency in all customer interactions.

Qualifications

• Lead and coordinate team workflows to meet service targets.
• Manage complex customer inquiries with accurate advice.
• Monitor workload and identify improvements.
• Coach and develop team members for high performance.
• Provide timely and accurate customer service and processing.
• Apply specialist knowledge to guide customers.

Responsibilities

• Lead and coordinate team workflows to ensure service delivery targets and customer outcomes are achieved.
• Manage complex and escalated customer enquiries, providing accurate advice in line with legislation, policies and procedures.
• Monitor workload, performance and emerging issues, identifying opportunities to improve systems and processes.
• Coach, support and develop team members to build capability and maintain high performance standards.
• Deliver timely and accurate customer service and processing activities to meet quality and efficiency expectations.
• Maintain and apply specialist knowledge to provide expert guidance and enhance the customer experience.

Skills

Team leadership

Customer service excellence

Issue resolution

Policy interpretation

Stakeholder engagement

Job description

• Use your leadership expertise to guide a skilled team, improve service delivery and make a real difference by resolving complex customer matters with confidence and care.
• Clerk Grade 9/10 Salary starting at $133,348 plus super
• Ongoing/full time - Gosford (Hybrid)

About us

SafeWork NSW is the state's workplace health and safety regulator. Our mission is to reduce work-related fatalities, injuries and illnesses by ensuring workplaces comply with health and safety laws. We achieve this through a mix of responsive and proactive programs targeting high-risk areas across all industries, aligned with our strategic plan and regulatory priorities.

About the Team

The SafeWork NSW Regulatory Services team supports the NSW community by providing clear, timely guidance on compliance with work health and safety (WHS) legislation. We are responsible for receiving and accurately recording incident notifications involving serious injury, illness, or workplace incidents, and implementing triage decisions as directed by SafeWork inspectors.

The team also receives and records workplace safety complaints (Requests for Service), responds to regulatory enquiries, and maintains detailed records to support compliance and enforcement activities. In addition, we assist businesses and workers to access SafeWork resources, respond to statutory requests, and navigate WHS requirements, helping to promote safer workplaces across NSW.

This role offers hybrid working arrangements, with an expectation of attending the office 2-3 days per week to support collaboration and face‑to‑face engagement with key stakeholder.

About the role

• Lead and coordinate team workflows to ensure service delivery targets and customer outcomes are achieved.
• Manage complex and escalated customer enquiries, providing accurate advice in line with legislation, policies and procedures.
• Monitor workload, performance and emerging issues, identifying opportunities to improve systems and processes.
• Coach, support and develop team members to build capability and maintain high performance standards.
• Deliver timely and accurate customer service and processing activities to meet quality and efficiency expectations.
• Maintain and apply specialist knowledge to provide expert guidance and enhance the customer experience.

To learn more about the role, please click here to download the role description.

About You

To be successful in this role, you will:

• Be a dependable and adaptable leader who can step into complex situations, resolve issues with confidence and support your team through challenging circumstances.
• Demonstrate empathy and emotional intelligence, foster strong working relationships, and lead by example to ensure staff feel supported, valued and accountable for delivering quality outcomes.

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 want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Narelle Reynolds, Talent Advisor at [e-mail]

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

Talent pool may be created to fill future ongoing and temporary opportunities for a period of up to 18 months.

If you have specific questions about the role, please contact Pippa Spinks, Manager Regulatory Services, [e-mail]

For enquiries relating to the recruitment process, please contact Narelle Reynolds, Talent Advisor at [e-mail]