Team Leader

Department of Customer Service; Sydney; On-site; AUD 102,000 - 125,000; Full time

Job summary

The Department of Customer Service in NSW is seeking a Team Leader for the Licensing Team within the Home Building Licensing and DBP Registration Scheme at Building Commission NSW. The role focuses on leading a team, delivering quality customer service, and advising on complex licensing matters in a high-volume environment.

You will ensure performance targets are met, manage staff performance, and provide accurate information to customers in line with legislative requirements.

Qualifications

• Can-do attitude with passion for customer service and continuous improvement.
• Ability to provide quality specialist advice and ensure decisions follow legislation.
• Address contentious issues and improve processes within tight time frames.

Responsibilities

• Leading a team and responding to highly complex escalated enquiries to complete related tasks and achieve service standards.
• Applying specialised knowledge, legislation, regulations, and procedures to facilitate appropriate customer outcomes.
• Monitoring, reviewing, and analysing work volumes to report new and emerging issues to develop and implement systems and projects to achieve business outcomes and improve performance standards.
• Providing constructive feedback and coaching staff to build capability.
• Responding to enquiries and delivering a range of processing activities with accuracy and efficiency to ensure service is provided to expected standards.
• Developing and maintaining specialist knowledge, techniques, and skills to deliver a high-quality service and enhance customer experience.

Skills

Customer service

Continuous improvement

Team leadership

Job description

Team Leader – Building and DBP Licensing – Building Commission NSW

Division Name: Building Operations Building Commission NSW

Grade: Clerk Grade 7/8

Term: Temporary opportunity up-to 12 months with a possibility of extension

Location: Parramatta

About the Building Commission NSW

• Building Commission NSW has been established after the NSW Government recognised the substantial progress made by Fair Trading and the Office of the Building Commissioner in delivering once-in-a-generation reforms of the building and construction industry. The commission not only regulates the industry, but also collaborates with consumers and industry to ensure standards, capabilities, capacity and resilience continue to be lifted across the sector to deliver quality homes and meet the state’s housing targets.


• Building Commission NSW is an outstanding place to work due to its commitment to innovation, collaboration and professional development. With a focus on transparency and accountability, the commission cultivates a culture of integrity and responsibility.


• Those who join the organisation can be confident in contributing to meaningful work that positively impacts the built environment and the greater community, making it an exciting and fulfilling place to build a career.

This is a fantastic opportunity to join Building Commission NSW. https://www.nsw.gov.au/housing-and-construction/building-commissioner

About the Role – Licensing Team Leader - Home Building Licensing and Design and Building Practitioners (DBP) Registration Scheme

As Team leader, you will lead a team in the provision of quality customer service, including making complex decisions, providing technical advice in relevant fields, ensuring the achievement of performance targets, and undertaking performance management as required.

Licensing is a high-volume, document processing and assessment environment that provides customer service to a range of stakeholders regarding all matters related to licensing. You will also provide quality information and assistance to customers on a wide range of escalated matters and deal with complex enquiries to facilitate outcomes in line with legislative requirements.

To be successful in this role you will

• have a can-do attitude and a passion for customer service and experience in building a culture of continuous improvement, with a focus on reducing customer wait times.


• be able to provide quality specialist advice and ensure that decision making is in accordance with legislation and principles of procedural fairness.


• anticipate and address contentious issues, providing accurate advice and promote continuous process and service improvements, within tight time frames.

This role is responsible for

• leading a team and responding to highly complex escalated enquiries to complete related tasks and achieve service standards.


• applying specialised knowledge, legislation, regulations, and procedures to facilitate appropriate customer outcomes.


• monitoring, reviewing, and analysing work volumes to report new and emerging issues to develop and implement systems, and projects, to achieve business outcomes and improve performance standards.


• providing constructive feedback and coaching staff to build capability.


• responding to enquiries and delivering a range of processing activities with accuracy and efficiency to ensure service is provided to expected standards.


• developing and maintaining specialist knowledge, techniques, and skills to deliver a high -quality service and enhance customer experience.

Challenges of the role are

• Managing a team with a diverse range of complex matters in a high volume or sensitive customer focused frontline environment while demonstrating resilience.


• Keeping up to date with the range, pace and complexity of information and knowledge required while deliver quality service.


• Developing processes and plans to enhance team efficiency while acting as a change agent leading staff through change and determining solutions to problems as they arise.

Learn more

Please review the Role Description. For enquiries regarding this role, please contact Chelsie Sines at [e-mail].

Salary Grade 07/08, with the base salary for this role startingat $113574 base plus superannuation

For enquiries relating to recruitment please contact Afrah Saied via [e-mail].

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.

Closing Date: Tuesday, 29th September 2026 (09:59am)

Careers at Department of Customer Service

A career at the Department ofCustomer 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