Team Leader, Rental Bonds
Clerk Grade: 7/8
Salary: Base salary $113,574 – $125,720
per annum plus superannuation
Employment Type: Ongoing, Full-time (Multiple positions)
Hybrid work arrangements, Grafton
location. Office attendance required for a minimum 3 days per week.
This role sits within the NSW Fair
Trading Division, Rental Branch within the Rental Bonds Team.
An exciting opportunity has arisen
within NSW Fair Trading for a Team Leader, Rental Bonds.
We're seeking a dedicated and motivated
leader to oversee a team providing high-quality customer service. You will
manage escalated enquiries, lead and develop staff, and ensure service delivery
standards are met to support positive outcomes for customers and the community.
Be Part of the Future of Fair Trading
NSW Fair Trading is working to
ensure safe marketplaces for goods, services and homes in NSW.
At NSW Fair Trading, we've been on
an exciting journey of transformation — reimagining how we deliver for the
people and communities of NSW. Through our recent organisational realignment,
we've built a new operating model designed to put customers at the centre of
everything we do, strengthen our regulatory impact, and enable our people to
thrive.
We're creating a more modern,
responsive and risk-based Fair Trading — one that understands the needs of
people and businesses, embraces collaboration and innovation, and delivers
better outcomes across the rental, strata, property and consumer markets we
serve.
This next phase brings new and
exciting opportunities to join us in shaping "the new way" — where you can help
design smarter regulation, improve customer experiences, and make a real
difference for the people of NSW.
If you're someone who:
• Thinks deeply about the needs of
people and communities
• Is motivated by great outcomes,
not just processes, and
• Wants to be part of an
organisation that's transforming how regulation works —
…then there's a place for you in
our future.
Join us as we build a Fair Trading
that's fit for the future — one that's customer-centred, evidence-driven, and
proudly focused on public value.
About the Role
What You'll Do
* Manage a team and respond to complex,
escalated enquiries to achieve service standards.
* Apply specialised knowledge of legislation, regulations and procedures to
deliver accurate advice.
* Monitor work volumes and implement systems and processes to improve performance
and efficiency.
* Coach, mentor, and provide feedback to build capability and enhance team
performance.
* Develop and maintain knowledge and skills to deliver a high-quality customer
experience.
To Be Successful in This Role You Will
Have
* Proven leadership and team management
experience in a customer-focused environment
* Strong understanding of relevant
legislation, regulations, and procedures.
* Excellent communication,
interpersonal, and coaching skills.
* Demonstrated ability to manage
workloads, prioritise, and deliver results.
* Commitment to continuous
improvement and fostering a customer-first culture.
* Proven capability in project delivery
and change management.
* Certificate IV in Training and Assessment would be desirable
Essential Criteria
* Demonstrated experience leading and
developing a team in a customer service environment. Successfully managing day to day operations with governance, compliance, projects and people.
* Proven ability to manage complex and sensitive customer matters.
* Excellent written and verbal communication skills.
* Strong organisational, analytical, and problem-solving skills.
When Applying
Provide a cover
letter (maximum 2 pages) and resume (maximum 5 pages) that outline
your experience and how you meet the role's key capabilities.
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 Judy Torres 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: Monday 9th March 2026 (at 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 or
For more information, please visit
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