Senior Customer Accounts Manager
Grade: 9/10
Salary range: $129,464 – 142,665 + superannuation and leave loading
Duration: Ongoing, permanent role
Location: Hybrid with an in-office requirement 2 days a week in Sydney or Gosford. This may be subject to change in line with DCS workplace policies
Looking for an opportunity to shape customer experience across critical NSW communication services?
We’re seeking a proactive and influential Senior Customer Accounts Manager to deliver high‑quality customer and stakeholder management across a complex, technology‑rich environment.
In this role, you will operate with significant autonomy, partnering with government agencies and vendors to enhance service delivery, uplift capability, and drive continuous improvement.
About the team
This role sits within the Customer and Emergency Management division team in the NSW Telco Authority.
The team partners with external government agencies and vendors to provide high‑quality customer/account management and day‑to‑day operational support that meets agreed service standards across a complex, technology‑rich environment.
Your responsibilities will include
* Providing high‑quality advice and recommendations to support evidence‑based decision making and resolve customer issues.
* Collaborating across NSWTA to uplift capability and deliver seamless, professional account management services aligned to service standards.
* Building and maintaining influential relationships with stakeholders to enable successful service delivery.
* Engaging and consulting with customers/stakeholders to deliver clear, timely communications on programs, projects, and initiatives.
* Developing a deep working knowledge of customer operations, asset portfolios, and business needs.
* Leading stakeholder meetings/focus groups to identify issues, provide updates, and communicate improvements or service changes.
* Monitoring and evaluating account management services and identifying opportunities for continuous improvement.
Preparing and delivering presentations, reports, and briefings that support business outcomes.
For more information on the role and its accountabilities, click here to view the role description.
To be successful in this role you will
* Hold Essential Security Clearance: You will be able to obtain and retain minimum Baseline Security clearance within six months to work with sensitive government and critical communications information
* Demonstrate proven customer account and/or stakeholder management experience, ideally in complex, multi‑agency environments.
* Hold relevant tertiary qualifications or equivalent experience in effective stakeholder services.
* Have advanced communication skills—able to translate complex/technical information, influence senior stakeholders, and champion customer‑centric practices.
* Model integrity and professionalism, consistent with public sector values.
* Demonstrate strong results focus and problem‑solving capability, using evidence and data to drive quality outcomes.
* Be technology‑adept, able to leverage collaboration tools and ensure cyber/records compliance.
Nice to haves
* Experience representing an agency in external forums/industry associations and partnering with vendors in government environments.
* Familiarity with complex operational environments (e.g., critical communications, asset heavy portfolios) and continuous improvement methods.
About NSW Telco Authority
NSW Telco Authority (NSWTA) operates and manages the Public Safety Network to deliver radio communications for frontline responders.
We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters.
NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services.
We lead and coordinate whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe.
NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and we will consider part time, job share and other flexible arrangements.
We’re proud of our customer-centric, people-first culture and it is key to the success of our fast-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability.
We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We’re also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector.
For more information, go to NSW Telco Authority
Salary Grade 9/10, with the base salary for this role starting at $149739 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Fiona Glover via .
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: 9:59am Thursday 9th April
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 or 02 9494 8351.
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