Business Engagement Partner
**Clerk Grade: 9/10
Salary Range:
$129,464 - $142,665; plus, Superannuation and Leave Loading
Employment Type: Full-Time, Temporary up to Dec 2026
Location: Parramatta, Orange - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.
Application Closing: Wednesday, 11th February 2026 [10:59am]
About Us**
Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.
About the team
Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.
We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.
What you will do
In this role, you'll lead the discovery, design and delivery [MW1] of service improvement initiatives within Business Process Operations in Government Shared Services [MW2], with a strong focus on enhancing customer experience and operational efficiency. You'll manage projects from planning through to implementation, coordinate resources, and ensure reporting requirements are met.
You'll work closely with stakeholders to identify opportunities for innovation and co-design solutions using data and customer insights. You'll manage complex service escalations, conduct post-escalation reviews to identify systemic issues, and embed lessons learned into future improvements, resulting in effective escalation and continuous improvement practices.
About You
The successful candidate must demonstrate strong capabilities in:
* Excellent communication skills, both verbal and written, with the ability to clearly convey ideas and collaborate effectively across teams and with senior stakeholders.
* Strong problem-solving abilities to navigate complex service issues and deliver practical, customer-focused solutions.
* Flexibility and adaptability to manage competing priorities in a dynamic, fast-paced environment.
* Outstanding stakeholder engagement skills, providing a responsive and trusted service that fosters strong relationships.
* Confidence working independently, taking initiative, and making decisions within delegated authority.
* Strong presentation skills, with the ability to articulate solutions, ideas, and recommendations to diverse audiences.
What we need from you
An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills.
Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.
A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements
Salary Grade 9/10, 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 Michael Yoon 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: Wednesday, 11th February 2026 [10:59am]
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
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