Department of Customer Service - Government Shared Services

Classification: Clerk Grade 7/8

Salary Range: $113,574 - $125,720 per annum (plus employer contribution to superannuation and annual leave loading)

Total Remuneration Package: Up to approximately $142,504 including superannuation and leave loading

Employment Type: Ongoing

Location: Orange is the preferred location. However, applications from candidates based in Parramatta or Goulburn will also be considered.

Work Arrangement: Hybrid opportunity. Minimum in-office attendance of 2-3 days per week, subject to change in line with DCS workplace policies.

Talent Pool: A talent pool will be created for future vacancies.

Closing Date: Thursday, 30th October 2025 [10:59am]

About Us

The Department of Customer Service (DCS) is transforming the way government delivers services to the people of NSW. Government Shared Services (GSS), a division within DCS, provides high-quality, efficient, and customer-focused services to client agencies across the public sector.

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

We are seeking a proactive and experienced Team Leader - Debt Management to lead a dynamic team responsible for delivering revenue and debt management services through a shared service model. This role ensures compliance with public sector policies and statutory requirements while driving service excellence and continuous improvement.

About you

You are a confident leader with a strong customer service ethos and a passion for continuous improvement. You thrive in high-volume, deadline-driven environments and bring a collaborative and ethical approach to your work.

Are you ready to lead a team that makes a real impact in the public sector? As Team Leader Debt Management, you will be at the heart of delivering high-quality revenue and debt management services across NSW Government agencies. This role is all about balancing leadership with hands-on service delivery, allocating resources, guiding your team, and ensuring outcomes are met with integrity, accuracy, and timeliness.

You will thrive in a fast-paced, high-volume environment where your ability to lead with positivity and drive continuous improvement will shine. From navigating legislative changes to implementing smarter, tech-enabled processes, you will be challenged to think critically and act decisively. Your knack for building strong relationships both internally and externally will be key to ensuring smooth operations and great customer outcomes.

If you are someone who leads by example, enjoys mentoring others, and is enthusiastic about improving public services, this is your chance to step into a role that values collaboration, innovation, and accountability. Bring your expertise in debt management, your people-first mindset, and your drive to deliver results and let us make a difference together.

The successful candidate will demonstrate:

• Extensive experience in debt management and financial operations within a complex, high-volume service delivery environment, ensuring compliance with public sector policies and statutory requirements.
• Proven leadership capability, including the ability to manage, develop, and motivate geographically dispersed teams across virtual and on-site settings, fostering collaboration and accountability.
• Strong commitment to continuous improvement, with a track record of enhancing processes and service delivery outcomes through innovation and stakeholder engagement.
• Advanced analytical and technical proficiency, particularly in reconciliation and Microsoft Excel, with the ability to design and implement data-driven tools to support workload allocation and performance monitoring.
• Sound understanding of governance, compliance, and risk management frameworks, with the ability to apply these in operational decision-making and service delivery.
• Exceptional communication and stakeholder engagement skills, with the ability to influence, negotiate, and collaborate effectively to resolve complex issues and drive results.

Key Role Requirements

• Demonstrated experience in debt management or financial operations.
• Proven ability to lead and develop teams.
• Strong understanding of public sector policies and compliance frameworks.
• Excellent communication, problem-solving, and stakeholder engagement skills.

Key Capabilities

The successful candidate must demonstrate strong capabilities in the following areas, which are critical to delivering high-quality, compliant, and customer-focused debt management services:

• Act with Integrity - Essential for maintaining trust, confidentiality, and ethical standards when handling sensitive financial matters.
• Commit to Customer Service - Ensures a positive experience for client agencies and stakeholders, even in complex or high-pressure situations.
• Work Collaboratively - Promotes teamwork and effective communication across internal teams and external partners, which is vital in a shared services environment.
• Demonstrate Accountability - Supports ownership of outcomes and continuous improvement in service delivery and compliance.
• Project Management - Enables effective planning, execution, and monitoring of initiatives that improve operational efficiency and service quality.
• Manage and Develop People - Critical for leading large, dispersed teams and fostering a high-performance culture.
• Think and Solve Problems - Supports proactive identification and resolution of issues, particularly in high-volume, data-driven environments.
• Technology and Finance - Ensures the effective use of financial systems and tools to support accurate reporting, reconciliation, and workload management.

For a full list of capabilities, refer to the NSW Public Sector Capability Framework.

How to Apply

To apply for this role, please submit an up-to-date CV (maximum 5 pages), and a cover letter (maximum 2 pages) that clearly outlines how your skills, knowledge, and experience align with the Key Accountabilities listed in the role description. This will help the panel assess your suitability for the role and your potential to contribute to the team.

Please note that assessments will be conducted as part of the recruitment process. This may include interviews, workplace assessments, and reference checks.

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

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 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, 30th October 2025 [10:59am]

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

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process