Advert: EOI - Senior Client Services Lead
Clerk Grade: 9/10
Employment Type: EOI, Temporary till 30 June 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: Friday, 6 Feb 2026 at
9:59 AM
The role sits within the Service Performance & Assurance team under Client
& Commercial Solutions within Government Shared Services.
Are you ready to play a key role in shaping how
services are delivered across Government Shared Services? This position offers
an opportunity to influence service outcomes, strengthen partnerships, and
drive continuous improvement that benefits client agencies and the wider
organisation.
About the team
The Service Performance &
Assurance Team within Government Shared Services supports client agencies by delivering high-quality, consistent, and
accountable services. We provide expert advice, performance reporting, and
stakeholder engagement to ensure service delivery aligns with strategic
objectives and adapts to evolving business needs.
Your day-to-day
Reporting to the Manager, Service Performance &
Assurance you will:
* Shape strong service partnerships by developing clear, well‑defined service agreements and catalogues that build transparency and shared expectations.
* Champion client‑focused service design, tailoring solutions to diverse business needs and keeping the client experience at the centre of everything you do.
* Lead performance reporting that make service quality visible, support accountability and help everyone stay on track.
* Turn data into insight, using evidence‑based analysis to inform planning, guide decision‑making and lift service outcomes.
* Collaborate across teams and agencies, ensuring services are responsive, well‑coordinated and aligned with organisational priorities.
* Contribute to planning, leading and managing divisional audit and privacy activities that support strong governance, effective risk management and sound internal controls.
* Spot improvement opportunities early, helping to embed continuous uplift and keep the division evolving with confidence.
* Set and reinforce service standards that promote consistency, transparency and client confidence.
* Manage risks proactively, identifying emerging issues and applying sound judgement to protect service integrity.
* Protect privacy and confidentiality, handling customer agency information with care, professionalism and the highest ethical standards.
* Strengthen team capability, contributing to initiatives that build efficiency, value and a positive, engaging team culture.
To be successful in this role you will demonstrate:
* Strong client service expertise, balancing diverse agency needs while supporting consistent, high‑quality service delivery.
* Clear and effective communication, with the ability to build productive relationships and influence outcomes across varied stakeholders.
* Advanced analytical and problem‑solving skills to interpret data, identify trends and provide insights that inform strategic decisions.
* Technical proficiency, including capability with data analysis tools (such as Excel) and software that supports performance monitoring and structured reporting.
* Experience in performance monitoring and reporting, with the ability to evaluate service outcomes and drive continuous improvement.
* A proactive approach to risk management, identifying issues early and applying sound judgement to maintain service integrity.
* Collaborative working style, contributing to team capability and fostering shared accountability for service excellence.
* Commitment to confidentiality, integrity and ethical conduct when handling customer agency information and engaging with stakeholders.
This is an excellent opportunity to influence
service delivery and contribute to meaningful outcomes across government. If
you are motivated by collaboration, problem-solving, and driving improvement,
we encourage you to apply.
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.
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: Friday, 6 Feb 2026, 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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