Team Leader, Customer Experience - NSW Small Business Commission

Grade: Clerk Grade 7/8
Salary range: $113,574 - $125,720 + superannuation and leave loading
Duration: Ongoing, full time
Location: Based at 4 Parramatta Square (12 Darcy Street). Office attendance is required, with flexible working options available.

About the Opportunity

Join a highly collaborative, dedicated and inclusive team in a world-class organisation.
The NSW Small Business Commission is seeking a highly motivated customer experience team leader with a strong background in retail and commercial leasing or law.
You will provide leadership to a team of dedicated customer experience professionals, assisting small businesses to resolve their leasing disputes and other legal issues, as well as developing policies and procedures to facilitate a continual improvement approach.
Reporting to the Manager, Customer Experience, the role has significant autonomy to lead and coach a team to address emerging issues within the NSW small business community, identifying and implementing process and knowledge improvements.

About the Team and the Commission

• The Small Business Commission is an independent authority which:
• Provides a central point of contact for small businesses to make complaints about their commercial dealings with other businesses and their dealings with government agencies.
• Provides small businesses with direct support, information, and practical solutions to common problems.
• Facilitates the resolution of disputes involving small businesses through mediation and other appropriate forms of alternative dispute resolution.
• Encourages government agencies and larger businesses to enter into productive working relationships with small businesses.
• Supports the fair treatment of small businesses.
• As an advocate for the interests of small businesses the Commission operates a subsidised mediation service to help businesses resolve disputes quickly and efficiently.
• The Commissioner works with government, industry groups and other stakeholders to reduce red tape and make it easier for small businesses to operate.

More information on NSW Small Business Commission can be found at www.smallbusiness.nsw.gov.au

Key responsibilities include:

• Providing day-to-day coaching to team members on a range of issues, including but not limited to retail and commercial leasing, alternative dispute resolution, business to business contract disputes and legal and regulatory impacts for small businesses.
• Maintain a contemporary understanding of the legal and economic issues relevant to small businesses in NSW.
• Manage the Commission's front line resources, including workflow, coordinating and scheduling staff to meet priorities.
• Respond to highly complex escalated enquiries and complete related tasks to achieve service standards
• Provide ongoing leadership to the team, including development and implementation of performance plans with the identification of appropriate goals.
• Collaborating to foster a continuous improvement environment to focusing systems and processes to achieve customer experience excellence.
• Develop and maintain relationships with internal and external stakeholders to assist in the resolution of customer' issues.

About You:

• You have experience coaching a team of high performers and the promotion of a team culture consistent with the Commission's values.
• You are well-organised and have experience coordinating a team in the provision of front-line service delivery as well as projects and process improvements.
• You will have experience providing assistance to the public on issues that affect small businesses.

Essential criteria:

• Experience with commercial and retail leasing and/or other legal issues affecting small business in NSW

What we need from you

To apply for the role of Customer Experience Team Leader, you'll need to create an account and apply online. Your application should include:

• a resume which clearly details your relevant skills and experience (maximum 5 pages)
• a cover letter addressing how you meet the requirements of the role (maximum 2 pages)
• a response to a pre-screening question (maximum 200 words): Please detail your experience with retail and commercial leasing, or other legal issues affecting small businesses.

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 gabriella Schulzer via [email protected].

For role related enquiries please contact Nick D'Cruz on 02 8276 8624 or [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: Monday 3rd November 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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