Team Leader - Mail & Physical Records (Hybrid)

Department: Information Management; Parramatta; Hybrid; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Flexible work options

Various leave options

Career development

Fitness Passport

Employee assistance program

Flu vaccinations

Job summary

NSW Trustee and Guardian is seeking a motivated Team Leader Mail and Physical Records in Parramatta. The role leads a high-volume mail and physical records team, ensuring secure processing, tracking and disposal in line with information management policies.

You will oversee day-to-day operations, drive continuous improvement, provide guidance and training, and engage with internal stakeholders and external providers to maintain service continuity. Hybrid working options apply.

Qualifications

• Experience leading and supporting a team in an operational, records, mailroom or information management service environment.
• Strong organisational skills to prioritise tasks and meet deadlines in a changing environment.
• Sound knowledge of records management and information handling practices.
• Ability to resolve issues and escalate high-risk matters when required.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Lead the delivery of mail and physical records services across NSW Trustee and Guardian.
• Oversee processing, tracking, storage, retrieval and sentencing of physical records.
• Ensure services are delivered in line with information management requirements and standards.
• Support staff capability through guidance, training and procedure development.
• Contribute to broader information management initiatives and service improvements.

Skills

Team leadership

Records management

Stakeholder engagement

Process improvement

Job description

$116,981 - $129,492 a year

Full time, Permanent

Hybrid

10d ago , from Department of Communities and Justice NSW

Team Leader Mail and Physical Records – NSW Trustee and Guardian

• Ongoing full-time. 35 hours per week.
• Location: Parramatta. Flexible and hybrid working options available.
• Clerk Grade: Level7/8. Base salary $116,981 p.a. to $129,492 p.a. plus 12% superannuation and annual leave loading.

About us

At NSW Trustee and Guardian our purpose is to support the rights, welfare, and interests of the people of NSW. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.

We support over 50,000 customers annually and manage almost seven billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.

Our commitment to diversity

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

About the team

The Information and Technology team delivers secure, modern, and efficient digital services by maintaining robust technological infrastructure, developing and supporting critical business applications, and leading strategic technology initiatives aligned with the organisation’s objectives.

About the role

The Team Leader Mail and Physical Records leads the delivery of efficient, secure and customer-focused mail and physical records services across NSW Trustee and Guardian. This role provides day-to-day leadership to the team, oversees the processing, tracking, storage, retrieval and sentencing of physical records, and ensures mail and records services are delivered in line with information management requirements, policies and service standards.

You will play a key role in supporting service continuity, resolving operational issues, improving processes, coordinating service requests and working collaboratively with internal stakeholders and external providers. The role also supports staff capability through guidance, training and procedure development, while contributing to broader information management initiatives and service improvements.

For more information about the position, view the role description

About you

We are looking for a motivated and organised team leader who can confidently manage high-volume operational services while supporting staff and maintaining strong service standards. You will bring:

• Experience leading and supporting a team in an operational, records, mailroom, information management or similar service environment.
• Strong organisational skills with the ability to prioritise competing tasks, meet deadlines and respond effectively to changing business needs.
• Sound knowledge of records management, mail processing, information handling or administrative service delivery practices.
• The ability to resolve issues, exercise sound judgement and escalate complex or high-risk matters when required.
• Strong communication and stakeholder engagement skills, with the ability to provide clear advice, guidance and support.
• A continuous improvement mindset, with the ability to review procedures, support change and identify practical service improvements.
• Confidence using business systems and technology to monitor requests, track work, maintain records and support service delivery.

If this sounds like you, we would love to hear from you.

What we offer

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities
• access to Fitness Passport and employee assistance program, and annual flu vaccinations

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

How to apply

To apply for this role:

• complete the online application
• submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability for the role
• answer the following targeted questions when prompted within the application process (Maximum 500 words each):
• Targeted Question 1: Describe your experience leading a team in a high-volume operational environment. How did you prioritise work, support staff and ensure service standards were met?
• Targeted Question 2: Provide an example of a time you identified and implemented an improvement to a mail, records, information management or administrative process. What was the issue a, what did you change and what was the outcome?

To be eligible for ongoing employment in NSW Trustee and Guardian, you must be an Australian or New Zealand citizen, or an Australian permanent resident.

Read: writing your job application for tips on the application process.

Visit theCapability Application Tool to prepare for the recruitment process by accessing practice applications and interview questions based on the focus capabilities listed in the role description.

For enquiries about the role, please contact Kristen O'Brien, Manager - Information Management Governance via email **************@tag.nsw.gov.au

For enquiries about the recruitment process, please contact Hina Maudarbocus, Talent Advisor on ***************@tag.nsw.gov.au.

Please do not send your applications directly via email, LinkedIn, or SEEK. Only applications submitted via the online portal will be accepted.

Please note:

• If you need an adjustment in the recruitment process, please contact People and Culture via email at***************@tag.nsw.gov.au
• Offers of employment will be subject to reference checks and relevant clearances.
• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.

Thank you for your interest in this role. We look forward to receiving your application.

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