Team Leader Consumer Licensing Clerk Grade: 7/8 ($113,574 to $125,720 super) Employment Type: Ongoing, Full-time Hybrid work arrangements, 4PSQ Parramatta. Office attendance required 2–3 days per week. This role sits within the NSW Fair Trading Division in the Consumer Licensing team. We’re seeking a proactive and customer focused leader to oversee a frontline operational team in a high-volume regulatory assessment and determination environment, responsible for the end-to-end management of Consumer Licensing applications. You will provide strong leadership in the delivery of high-quality customer services, exercising sound judgement in complex decision making and providing specialist technical advice across multiple licence schemes to achieve legislatively compliant outcomes. You will also mentor and develop staff, manage complex and escalated matters, and drive continuous improvement in service delivery Be Part of the Future of Fair Trading NSW Fair Trading is working to ensure safe marketplaces for goods, services and homes in NSW. At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver to the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive. We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve. This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW. If you’re someone who: Thinks deeply about the needs of people and communities Is motivated by great outcomes, not just processes, and Wants to be part of an organisation that’s transforming how regulation works — …then there’s a place for you in our future. Join us as we build a Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value. About the Role What You’ll Do Lead a team and effectively manage resources to meet competing customer and business priorities in a high-volume,time critical environment, ensuring professional, responsive and accurate service delivery Monitor, review and analyse work volumes to identify emerging issues, and develop and implement systems and procedures that improve performance and achieve business outcomes Develop staff by providing constructive feedback and coaching to build capability, improve performance and ensure service standards are met Manage complex enquiries and applications, facilitating appropriate outcomes by applying specialised knowledge of legislation, regulations and procedures to deliver high quality customer service. Champion change within the team, fostering a culture of continuous improvement and accountability within quality assurance frameworks To Be Successful in This Role You Will Have Demonstrated leadership experience in a regulatory setting, with accountability for team performance, decision-makingg and quality outcomes whilst embedding a culture of a culture of accountability and achievement Demonstrated change leadership by supporting the team to adopt new ways of working and deliver quality customer outcomes Proven experience managing complex stakeholder relationships and resolving issues through effective analysis, negotiation and problems solving Excellent time management skills, a proactive approach, and the ability to build and sustain a culture of high-quality customer service and continuous improvement. Demonstrated ability to effectively manage workloads and priorities to deliver performance outcomes aligned with business objectives Specialist knowledge ensuring decision making is in accordance with legislation and principles of procedural fairness Sound judgement in anticipating and resolving contentious matters, providing accurate advice under tight deadlines Ability to communicate clearly and persuasively, delivering high quality written and verbal advice to diverse audiences For recruitment-related enquiries please contact Jessica Love via jessica.love@customerservice.nsw.gov.au Salary Grade 7/8, with the base salary for this role starting at 113574.00 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Jessica Love via jessica.love@customerservice.nsw.gov.au. 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: Monday 23rd March 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 jessica.love@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process