Team Lead, People & Culture Contact Centre

Clerk Grade: 9/10, Temporary 12-month opportunity with possibility of becoming ongoing, Full-time 35 hours per week
Location: 4PSQ Parramatta or Gosford (travel required between these locations)
Salary Range: $129,464 - $142,665 + super

• Lead a dynamic team in the People & Culture (P&C) Contact Centre, guiding and mentoring professionals passionate about customer service for internal customers.
• Drive the planning and implementation of new contact channel streams, contributing to innovative solutions that enhance our service delivery.
• Foster a culture of curiosity and exploration, encouraging your team to identify and pursue opportunities for process enhancements.

Lead with Purpose in a High-Impact Internal Contact Centre Role

Are you ready to take the next step in your leadership journey? Join the Department of Customer Service as our Team Lead, P&C Contact Centre, where you'll manage a dynamic team supporting over 12,000 employees across NSW. This is your opportunity to make a real difference by leading a frontline team that delivers exceptional People & Culture support through multiple contact channels.

In this pivotal role, you'll draw on your experience in telephony and customer service environments to guide and coach your team, manage workflows, and optimise workforce planning. Your leadership will help shape a culture of responsive, solution-focused service delivery that meets the evolving needs of our workforce.

You'll work closely with senior leaders to design and implement new contact centre streams, drive continuous improvement, and ensure technical excellence across all touchpoints. If you're passionate about building high-performing teams and enhancing employee experience, this role offers the perfect platform to showcase your skills and grow your career.

Who We're Looking For

We're seeking a passionate and driven leader who thrives in a fast-paced environment and is committed to delivering outstanding customer service. You'll be a natural communicator with a talent for mentoring teams, engaging stakeholders, and making confident decisions that drive results.

You'll bring a unique blend of curiosity and innovation, always looking for ways to improve processes and elevate service delivery. With a strong foundation in contact centre operations and People & Culture programs, you'll be confident presenting complex ideas clearly and leading agile projects that make a real impact.

If you're someone who leads with integrity, inspires performance, and embraces change, this is your chance to shape the future of our P&C Contact Centre and make a meaningful difference across the Department.

A typical day of work for you might include:

• Leadership & Coaching: Lead, inspire, and coach Customer Service Team through regular one-on-ones, skill development, and performance management, fostering a culture of continuous learning and professionalism
• Training & Development: Design and deliver tailored training programs, workshops, and onboarding support to close skill gaps and improve team capabilities.
• Service Quality Oversight: Own and improve service quality through monitoring, feedback, coaching, and collaboration with leaders to enhance customer experience.
• Performance Management: Set clear expectations, conduct performance reviews, and implement development plans to ensure alignment with service standards and company goals.
• Operational Execution & Continuous Improvement: Oversee daily workflow and support the business in identifying process improvements, initiatives and coordinate and manage the implementation of key operational projects
• Cross-functional Collaboration: Work closely with others across the Department to achieve customer service excellence.

How to apply:

Your application should include an up-to-date CV and cover letter which clearly details your relevant skills, experience to this position and the response to the below targeted question. Your cover letter should also include your response to the below targeted question.

Targeted Question:

"Can you describe a specific instance where you successfully led your team in achieving key performance metrics in a contact centre focused on HR or people and culture services? What strategies did you implement to ensure effective service delivery and what outcomes were achieved?"

Looking for more information about the role?

Reach out to Vanessa Tindall, Manager People & Contact Centre, [email protected] for a conversation and learn more about this incredible opportunity.

Salary Grade 09/10, with the base salary for this role starting at $129,464 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Rodrigo Sandoval 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: Friday, November 7th, 2025 at 10:00 am

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.

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