Operations Officer

Grade: Clerk 7/8
Salary: starting at $113,574 + super
Employment type: Varied. One ongoing and multiple temporary full-time roles with the possibility of becoming ongoing.
Location: Hybrid working, with weekly office attendance flexibly at Revenue NSW offices within NSW.

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.

About Revenue NSW

Revenue NSW is the state's principal revenue management agency. Our purpose is to contribute to a prosperous, safe, and fair society by collecting revenue, resolving fines, administering grants, and recovering debt.

About the team
The roles sit within the Land Tax Business Unit, part of the Taxes and Grants division of Revenue NSW. Our vision statement is: We empower our customers to understand the obligations and providing a seamless and consistent service in all we do. Working together, we boost critical funding for the people of NSW. We undertake assessments, compliance and audits, handle customer enquiries and use our expertise to research, develop and implement processes to make it easier for our customers to comply and do business with us.

About the roles
These roles sit across different teams within the Land Tax business unit, which means your day-to-day responsibilities may vary depending on the team you join.

Operational and Compliance Teams

In these roles, you will play a key part in supporting frontline staff and ensuring high-quality service delivery. Your responsibilities will include:

• Lead a team to provide quality and timely service to clients while ensuring compliance with the relevant legislation and KPIs and performance standards are met
• Coordinate training, performance management and staff development, providing feedback and encouragement, to ensure that organisational and personal development objectives are met
• Conduct research relating to issues of interpretation or application of legislation to establish liability, identify areas of potential avoidance or evasion and develop remedial audit projects
• Develop and continually review the services of the team to ensure that they meet the current and future needs of clients
• Assign work priorities for staff; allocate work assignments; plan resource requirements based on the technical ability and delegation of team members, and utilising the workflow and case management system to ensure appropriate distribution of work to maximise accuracy, efficiency and client service
• Review audits from a quality perspective and provide technical, procedural and business rules advice for the purpose of training and staff development
• Contribute to the implementation of change through continuous improvement and innovation

Development and Assurance Team

These roles focus on quality assurance and continuous improvement. Your responsibilities will include:

• Collaboration with managers and stakeholders to coordinate and implement projects and initiatives
• Providing technical, procedural, and system advice to ensure consistent application of legislation & policies
• Maintaining current knowledge of relevant legislation, policies, procedures, and business rules to support quality outcomes
• Leading improvements in QA frameworks, guidance materials, and the Knowledge Management System (KMS)
• Analysing and reporting on QA trends to inform training and procedural updates
• Leading internal audits and other assurance-related activities

To be successful in these roles you will demonstrate:

• Experience in leading a team to deliver results, optimise business outcomes and embed processes and procedures with a strong quality assurance focus.
• Experience in staff capability building through training, performance management and staff development, providing feedback and encouragement.
• Demonstrated recent skills and experience in managing and developing staff to ensure the activities and performance of the team meet service standards.
• Proven ability to work under pressure with exceptional time management skills
• Experience in interpreting and applying legislation and policies
• Flexibility and the ability to work as a positive and effective team leader and member

How to apply
To start your journey towards joining our team please click on the link below to apply.

Please attach:
Your up-to-date resume (max 5 pages)
A cover letter (max 2 pages) outlining your motivation and how your experience aligns with the role.

For role-related enquiries, contact Rohan Kagali at 02 9289 1418 or Christopher Howland on 02 4057 1115.

Salary Grade 7/8, with the base salary for this role starting at $113,574 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Neha Bajaj 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: 22nd October 2025, Wednesday at 10am

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

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process