Office of Local Government
Job reference number:
Job category: Customer Services and Call Centre; Administration and Clerical; Human Resources and Recruitment; Information and Communications Technology; Projects; Research and Analysis
Job location: Sydney Region / Sydney City, Sydney Region / Sydney - West; Central & North Coasts / Newcastle, Hunter & Region; Statewide
Work type: Full-Time
Total remuneration package: Clerk Grade 7/8
Overview
As the Support Line Team Leader, you will lead the operational delivery of frontline support for the NSW Pet Registry and companion animal programs, ensuring councils, vets, and the public receive timely, accurate assistance. You'll manage a high-performing team, resolve complex enquiries, and provide expert guidance while keeping service levels and customer satisfaction targets on track. Your input will help shape improvements to digital platforms and inform policy and product development.
You will be responsible for team rostering, resource planning, and ensuring optimal coverage across shifts, proactively managing leave and absences to maintain consistent service delivery. Your leadership will set the standard for accountability, coaching, and performance management, supporting staff through escalations and debriefs, and driving a culture of continuous improvement.
Your input will help shape improvements to digital platforms and inform policy and product development. You'll analyse service data, identify trends, and coordinate stakeholder communications, ensuring quality and consistency across all channels – even during system changes or technical issues.
What's in it for me?
Join our team for a fantastic culture with dynamic collaboration and genuine long‑term career support. We offer flexibility in work arrangements, diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed.
Key responsibilities
* Lead the operational delivery of frontline support for the NSW Pet Registry and companion animal programs.
* Manage team rostering, resource planning, and coverage across shifts; proactively manage leave and absences.
* Set the standard for accountability, coaching, and performance management; support staff through escalations and debriefs.
* Analyse service data, identify trends, and coordinate stakeholder communications to ensure quality and consistency.
* Shape improvements to digital platforms and inform policy and product development.
Qualifications
* At least 5 years' experience leading teams in a high‑volume customer service or call centre environment, with a proven track record of team management, rostering, and operational oversight.
* Strong leadership and people management skills, with experience coaching teams in high‑volume customer service environments.
* Proven ability to resolve complex enquiries and support frontline staff through escalation pathways and debriefing.
* Analytical mindset with experience interpreting service data, identifying trends, and informing system or process improvements.
* Excellent communication and stakeholder engagement skills, with the ability to coordinate across councils, vets, and internal teams.
* Solid understanding of digital platforms and operational systems, with the ability to contribute to product enhancements and user experience design.
* Skilled in resource planning and workload management, ensuring consistent service delivery despite staffing or system challenges.
Key knowledge and experience
* Demonstrated experience in managing a customer service or support team within a regulated, public‑facing or digital service environment.
* Demonstrated experience interpreting and applying policy and procedural guidance to support consistent compliance service delivery.
* Experience using data and user insights to monitor service performance and drive continuous improvement.
About us
The Department of Planning, Housing and Infrastructure (DPHI) improves the livability and prosperity of NSW. To achieve this, we create vibrant, productive spaces and precincts; manage lands, assets, and property effectively and deliver affordable and diverse housing. We strive to be a high‑performing, world‑class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities.
We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.
As part of DPHI, the Office of Local Government (OLG) is the NSW Government's frontline interface with councils, their 50,000 employees, and their elected officials across the state. Its goal is to build a strong, responsible and sustainable local government sector, with its purpose to ensure councils all over NSW can continue to effectively deliver infrastructure, services and civic leadership to their communities.
Applications
Applications close Friday, 19 December 2025 at 9:00 AM.
Should you require further information about the role please contact Patrick Doyle, Director, Office of Deputy Secretary at .
A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.
Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working Visa for the duration of the appointment.
We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via or – HR Support, option 3, DPHI People Advisory, option 1 and reference 'Request an Adjustment – Job Title and Reference Number'.
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