Organisation/Entity: Transport for NSW
Job category: Projects
Job location: Grafton, NSW, AU, 2460
Job reference number: 108195
Employment type: Fixed Term Full-Time (12‐month temporary)
Salary range: Attractive remuneration package
Role Overview
You'll be responsible for leading and managing the delivery of tier 0 and tier 1 enquiries within a high‐volume, fast‐paced contact centre environment and transactional processing across a defined portfolio of services. You'll drive a high‐performance, customer‐centric culture, deliver continuous improvement initiatives, and ensure services meet business and customer requirements and comply with policy and legislative requirements.
You will be a critical member of the Shared Services Service Centre management team, jointly accountable for the performance of all Tier 0 and tier 1 services. This position is located in our Grafton office and operates under a hybrid working model requiring onsite attendance and approved remote working.
Responsibilities
* Lead and manage the delivery of tier 0 and tier 1 enquiries and transactional processing.
* Drive a high‐performance, customer‐centric culture and continuous improvement initiatives.
* Ensure services meet business and customer requirements, and comply with policy and legislation.
* Collaborate with stakeholders to meet expectations and deliver on tight deadlines.
Qualifications
* Tertiary qualifications or relevant experience in a related field.
* Demonstrated experience leading high‐volume government contact centres, managing daily operations, meeting service levels, and ensuring compliance with complex legislative and policy requirements.
* Proven track record in delivering large‐scale service improvement initiatives, including service automation and knowledge base development.
* Strong collaborative working relationships, stakeholder engagement, and ability to work in a fast‐paced dynamic environment.
* Self‐starter with strong relationship building, collaboration, and effective communication skills.
EEO Statement
Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply.
Application Deadline
Applications close 11:59 PM 29th May 2026.
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