Department of Customer Service
Reference number
req49127
Occupation
Management and Support
Work type
Full-Time
Location
Sydney - Greater West
Salary Information
113, ,720 + superannuation
Closing date
04 March 2026 at 10:00am
12Team Leader – Ongoing
Grade: Clerk 7/8
Duration: Ongoing
Closing Date: 4th March 2026 at 10am
Location: Parramatta (2 to 3 days per week - subject to change), with hybrid and flexible working conditions available.
The Long Service Corporation (LSC) manages portable long service schemes for the building and construction industry and contract cleaning industry. We have recently launched a NEW scheme to provide portable long service benefits to the community services industry. Be part of this growing team, working within the Service Delivery and Operations team to deliver great outcomes for our customers and stakeholders (internal and external).
To learn more about LSC, click Home - Home - Long Service Corporation
About the role
This role provides service, information and assistance to customers on a wide range of escalated matters and deals with complex enquiries to facilitate outcomes in line with legislative requirements. The role leads their team by allocating and coordinating workflows, resolving issues and identifying improvements to ensure service delivery is met.
Key Challenges:
* Leading a team in a high-volume, sensitive, customer-focused frontline environment by demonstrating resilience and ensuring they stay informed on evolving legislation, policies, and procedures.
* Navigating complex and ambiguous situations by applying a solutions-focused approach, leveraging legislative knowledge, and guiding the team to interpret and apply changes effectively.
* Staying up to date with legislative updates, business processes, and service requirements while ensuring the team has the necessary knowledge and resources to deliver high-quality service within defined standards.
To be successful in this role, you will:
* Demonstrate significant initiative and drive, with a solutions-focused approach, ensuring the delivery of LSC services enhances customer experience and meets business performance requirements, quality assurance, and service levels.
* Proactively identify and resolve issues, even in ambiguous situations, using sound judgment, resilience, and a results-driven mindset.
* Work collaboratively with Customer Service Coordinators to determine focus action items for the team and drive their successful completion.
* Support and empower your team by training them in new technologies, processes, and systems, ensuring they are equipped to adapt to evolving business needs.
* Coach, mentor, and develop your team through regular meetings, one-on-ones, and performance discussions to foster growth, resilience, and accountability.
* Provide timely feedback to team members and Coordinators to proactively manage workload, navigate challenges, and drive continuous improvement.
* Leverage your extensive knowledge of best practices, processes, and systems to support your team's success, build capability, and foster a culture of adaptability and ongoing development.
* Knowledge and experience with Long Service Corporation systems, legislation, policies, and procedures will be highly regarded.
If this sounds like you, we would love to hear from you
To Apply
Please submit your resume of no more than 5 pages for review, together with a cover letter of no more than 2 pages demonstrating your capability for the role.
Important contacts
For enquiries regarding this position, please contact Tess Parker via email
Salary Grade 7/8, with the base salary for this role starting at $113574 base plus superannuation
For enquiries relating to recruitment please contact Lauren Alcorn 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 4th March 2026 at 10am
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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Information on adjustments available for the recruitment process