Role: Advisor Regulatory Operations Officer (ARO) - Building Commission NSW

Division Name: Building Operations Building Commission NSW - Licensing and Accreditation

Grade: Clerk Grade 7/8

Salary Range: $110,266 - $122,058 plus superannuation and leave loading

Term: Temporary - up to12 months

Location: Parramatta

Closing Date: Thursday, 19th June 2025 [9:59am]

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 new commission not only regulates the industry, but also a 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 if 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 - Advisor Regulatory Operations Officer - Home Building Licensing and Design and Building Practitioners (DBP) Registration Scheme

ARO's are responsible for providing expert advice in a timely, impartial manner in accordance with legislation, policies and procedures to deliver consistently high-quality service to customers. They assess applications for designated regulatory teams providing expert knowledge driving continuous improvement. ARO's guide, coach and advises internal and external customers and stakeholders on complex matters.

This role is responsible for:

• Providing timely, informed, specialist guidance, feedback and advice regarding designated matters to relevant staff and management, customers and stakeholders to improve service to customers.
• Contributing to initiatives to review, identify and progress opportunities to improve service delivery, facilitate stakeholder confidence, optimise compliance and facilitate a cohesive, integrated approach to approvals functions.
• Preparing timely and accurate internal and external reports, correspondence and submissions relevant to applications and related matters, to deliver feedback and improve service delivery.
• Assessing and determining in a timely and impartial manner applications/renewals/variations and related approvals/authorisations, within delegation and in accordance with relevant legislation, policies and procedures.
• Evaluating complex and contentious applications/renewals/variations and approvals to make determinations utilising specialist skills and knowledge.
• Maintaining accurate records and systems necessary to ensure the effective operation and reporting of relevant activities for the registration and claims teams.

Key Challenges of the role:

• Determining designated applications/renewals/variations and related approvals, given the high volume, sensitive and regulatory nature of the work.
• Building and maintaining professional knowledge in order to effectively deal with complex and contentious matters and provide specialist advice within a changing regulatory environment.
• Delivering clear, consistent feedback and coaching to team members on technical aspects of applications/renewals/variations and related approvals in a high-volume environment.

To be successful in this role you will be able to:

• Interpret, understand and apply multiple complex pieces of legislation and regulatory framework technical knowledge.
• Use good judgement where a precedent does not exist, to solve problems, and consider the broader context of a situation and ensure decisions are justifiable.
• Embrace change early by adopting new tools and resource innovations while proactively managing customer expectations in a specialist, regulatory environment.
• Use active listening techniques, empathy and understanding when communicating with customers and stakeholders to clarify and resolve issues.
• Negotiate with and persuade internal and external customers to achieve outcomes.
• Be a go-getter using your initiative to work through challenging, complex matters while remaining calm under pressure.
• Thrive on being a member of a productive, outcome driven team who strives to deliver on time, every time, sharing with and mentoring others.
• Use new and existing systems and processes to support decision making and record sound record keeping.

Learn more: Please review the Role Description. For enquiries regarding this role, please contact Chelsie Sines at [email protected].

What we need from you

An up-to-date CV (no more than 5 pages) and a Cover Letter (2 page maximum) outlining how your skills and experience are aligned to the focus capabilities of the role.

IMPORTANT If you're thinking of applying, this information will help you to understand the process and how to get the best out of your resume and application: https://iworkfor.nsw.gov.au/applying-for-a-job

If you do require an adjustment during the recruitment process, please notify us on your application form.

Salary Grade 7/8, with the base salary for this role starting at $110,266 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon via [email protected].

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

Closing Date: Thursday, 19th June 2025 [9:59am]

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 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 [email protected] or 02 9494 8351.

For more information, please visit

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Information on adjustments available for the recruitment process