Service Centre Operations Team Leader

NSW Department of Customer Service; Orange City Council; Hybrid; AUD 117,000 - 129,000; Full time

Job summary

NSW Department of Customer Service in Orange, NSW is seeking a Service Centre Operations Team Leader to manage daily Service Centre operations across multiple locations. You will prioritise calls and tickets, drive performance, and implement improvements to ensure timely, high-quality client service while supporting the department’s governance requirements.

The role requires experienced people leadership, a focus on data accuracy, and the ability to mentor staff.

Qualifications

• Experience leading service centre teams and delivering customer outcomes.
• Ability to analyse performance data and adjust resources.
• Strong governance and policy compliance mindset.

Responsibilities

• Manage daily operations of the Service Centre team to prioritise calls and tickets.
• Develop and implement measures to ensure data accuracy, timeliness and confidentiality.
• Coordinate changes to stay compliant with legislation, policies and audits.
• Provide management with guidance on technical and operational issues.
• Implement new procedures to improve service delivery and promote self-service options.
• Provide technical advice to managers to improve operations.
• Oversee knowledge sharing to ensure accurate information for staff and customers.
• Mentor and develop staff with on-the-job training and coaching.

Skills

People leadership

Service centre ops

Performance analytics

Coaching & mentoring

Policy compliance

Tools

Service Management System

Job description

NSW Department of Customer Service – Orange NSW

Salary Range: $116,981 - $129,492 base plus superannuation

Employment Type: Ongoing

Location: Orange, NSW and Parramatta, NSW - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.

About Us

Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.

About the team

Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.
We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.

What you will do

As the Service Centre Operations Team Leader, you will manage a service team, including allocating resources, monitoring and reporting service delivery
performance of the Service Centre to support the provision of timely, high-quality services to clients across the Department and the efficient day to day operations of the Service Centre. The role contributes to the review and analysis of work activities and to the development and implementation of improvements to practices and processes to enhance service delivery.

In this role, you will:
Manage the daily operations of the Service Centre team to ensure calls and tickets are prioritised, actioned and resolved efficiently across all locations.

• Develop and implement measures to ensure the accuracy, timeliness and confidentiality of data recorded in the Service Management System.
• Coordinate operational changes to maintain compliance with legislation, policy updates and audit requirements.
• Provide advice to management and recommend suitable actions for staff regarding technical and operational issues to support ongoing improvement to client service satisfaction.
• Implement new and improved procedures in collaboration with Managers to enhance service delivery levels, including promoting, supporting and assisting clients in the use of self-service options.
• Provide technical advice to Managers to support improvements in overall operations and service provision within the directorate.
• Oversee the development and sharing of knowledge within the Service Centre to ensure staff and customers have access to accurate information.
• Mentor and develop staff through on-the-job training, coaching, and support, identifying skill gaps, and encouraging continuous improvement.

About You

You are an experienced and proactive people leader with a strong background in service centre operations and a passion for delivering outstanding customer outcomes. You thrive in fast-paced environments, confidently balancing competing priorities while maintaining a focus on service quality and efficiency. You bring proven capability in leading high-performing teams, providing clear direction, and creating a collaborative culture that supports knowledge sharing and professional growth. You are confident in coaching and mentoring staff and identifying capability gaps.

You are highly organised and detail-oriented, excelling at overseeing day-to-day operations to ensure work is prioritised, allocated, and delivered efficiently. You are comfortable analysing performance data, monitoring workloads, and proactively adjusting resourcing to meet targets and maintain service standards.

You have a strong understanding of operational governance, with the ability to implement changes in response to policy updates and legislative requirements. Your sound judgement and technical insight enable you to provide informed advice to management and contribute to broader operational improvements.

You are solutions-focused and committed to continuous improvement, regularly reviewing processes and driving enhancements that improve customer experience and service delivery outcomes. You also champion the adoption of self-service options, helping customers embrace more streamlined ways of accessing services.

Salary Grade 7 / 8, with the base salary for this role starting at $116,981 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.

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Information on adjustments available for the recruitment process

A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements