Senior Advisor, Practice Development & Continuous Improvement

NSW Department of Customer Service; Sydney; Hybrid; AUD 133,000 - 147,000; Full time

Job summary

NSW Department of Customer Service – North Parramatta NSW is seeking a Senior Advisor for Practice Development and Continuous Improvement. The role leads design, delivery and embedding of standardised practices to ensure compliant, efficient operations across the enterprise.

You will drive best-practice processes, SOPs and guidance, collaborating with subject matter experts while aligning with legislative obligations and customer-focused outcomes across NSW.

Qualifications

• Strong experience in customer experience and project delivery.
• Excellent communication and stakeholder engagement skills.
• Demonstrated ability to translate complex regulatory information into clear ways of working.
• Proven organisational and analytical skills with attention to detail.
• A collaborative approach and commitment to achieving quality outcomes.
• Strong written and verbal communication skills.

Responsibilities

• Support the design, development and implementation of best practice processes and practice guidelines with SMEs.
• Coordinate and facilitate Communities of Practice (CoPs) to support collaboration and continuous improvement.
• Research and analyse operational practices, benchmarks and legislative requirements to inform framework development.
• Lead the development and maintenance of SOPs and practice guides, including visual tools.
• Leverage insights and QA findings to identify opportunities to improve efficiency, service quality and compliance.
• Identify inefficiencies and risks to support recommendations for best practice.

Skills

Customer experience

Project delivery

Stakeholder engagement

Regulatory translation

Documentation

Analytical skills

Education

Tertiary qualifications in experience design / communication / project management

Job description

NSW Department of Customer Service – North Parramatta NSW

Senior Advisor Practice Development and Continuous Improvement

Clerk Grade: 9/10 ($133,348 - $146,945 + Super)
Employment Type: Temporary, up to 12 months
Hybrid work arrangements (Office attendance required 2 - 3 days per week).
Location: Parramatta, Gosford, Newcastle, other regional DCS office locations considered.
This role sits within the NSW Fair Trading Division in the Practice Development and Continuous Improvement team.
An exciting opportunity has arisen within NSW Fair Trading for a Senior Advisor Practice Development and Continuous Improvement. We're seeking an experienced and motivated individual to lead the design, delivery and continuous improvement of operational practices that support best practice, consistent, efficient, and compliant operational practices across the enterprise. You will play a key role in strengthening service quality and operational capability by designing and embedding standardised ways of working, tools, and guidance that align with legislative obligations.

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 that's transforming how regulation works -
…then there's a place for you in our future.

About the Role

• Support the design, development and implementation of best practice processes and practice guidelines by collaborating with subject matter experts and stakeholders to gather insights and promote consistent, efficient, and compliant ways of working.


• Coordinate and facilitate Communities of Practice (CoPs) to support collaboration, knowledge sharing, and continuous improvement across operational areas.


• Research and analyse operational practices, industry benchmarks and legislative requirements to inform the development of consistent and compliant practice frameworks.


• Lead the development and maintenance of standard operating procedures (SOPs) and practice guides, including visual tools, to support best practice consistent, efficient, and compliant operational practices across the organisation.


• Leverage research, insights, and quality assurance findings to identify opportunities for improving operational practices and ways of working, with a focus on enhancing efficiency, service quality, and compliance


• Contribute to the identification and assessment of inefficiencies and risks in operational processes to support the development of recommendations that enable best practice, improve consistency, efficiency, and compliance.

To be successful in this role you will have:

• Strong experience in customer experience and project delivery.


• Expertise in designing, documenting and implementing end-to-end operational processes, including translating business requirements into practical workflows, procedures, tools and controls.ta


• Excellent communication and stakeholder engagement skills.


• Demonstrated ability to translate complex regulatory information into clear ways of working.


• Proven organisational and analytical skills with attention to detail.


• A collaborative approach and commitment to achieving quality outcomes.


• Relevant tertiary qualifications or equivalent experience in experience design, communication, or project management.


• Demonstrated experience leading continuous improvement programs of work.


• Strong written and verbal communication skills.


• Exceptional proven ability to engage and collaborate with diverse stakeholders.

Closing Date: 5 November 2026 (11:59pm)

Salary Grade 9/10, with the base salary for this role starting at 133,348 base plus superannuation

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.

For more information, please visit

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Information on adjustments available for the recruitment process

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.