Department of Customer Service
Reference number
req48177
Occupation
Legislation
Work type
Full-Time
Location
Lismore & Far North Coast
Salary Information
$113,574 to $125,720 plus Superannuation
Closing date
09 March 2026 at 10:00am
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 $113574 base plus superannuation
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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