Team Leader

Team Leader
Complaints, Building Commission NSW

Grade: Clerk grade 7/8
Location: Parramatta - Hybrid working model with office attendance required 2 days per week.
Term: Temporary, Full-time up until 30 June 2027About Building Commission NSWBuilding Commission NSW is leading important work to lift standards across the building sector and support better outcomes for consumers, industry and communities.We offer meaningful work, a collaborative team environment and the opportunity to contribute to practical improvements that make a real difference across NSW.If you enjoy solving problems, working with people and applying sound judgement in a fast-paced regulatory environment, this is a great opportunity to build your career.About the Complaints team and RoleThe Complaints team supports consumers and businesses across NSW by responding to enquiries, complaints and dispute resolution matters, including complex and escalated issues. The team helps customers understand their rights and responsibilities and works towards practical outcomes in line with relevant legislation.

We are looking for an experienced Team Leader to lead a frontline team, coordinate daily work, support staff capability and help deliver timely, accurate and customer-focused services.

This is a great opportunity for someone who enjoys leading people, solving problems, improving processes and supporting a team through change in a busy frontline environment.

Responsibilities include:Lead, coach and support staff to deliver quality service and meet agreed standards.Manage complex and escalated enquiries, complaints and related tasks in line with legislation, policies and procedures.Allocate and coordinate work, monitor volumes and identify emerging issues that may affect service delivery.Use information, data and specialised knowledge to support sound decisions, accurate records and appropriate customer outcomes.Provide constructive feedback, guidance and support to build team capability and improve performance.Contribute to process improvements, projects and change activities that improve efficiency, service standards and the customer experience.Arrange regular scheduled check ins with staffKey requirements:Experience leading, coaching or supporting staff in a high-volume customer service, complaints, regulatory or compliance environment.Ability to manage competing priorities, allocate work and keep services on track in a busy frontline environment.Sound judgement and problem-solving skills, including the ability to assess information, identify risks and recommend practical solutions.Ability to interpret and apply legislation, policy and procedures to support fair, consistent and accountable outcomes.Confidence handling complex, sensitive or escalated matters and providing clear guidance to staff and stakeholders.A strong customer focus, with a commitment to quality service, resilience and continuous improvement.Experience using systems such as CAS, Tableau and GLS is highly desirable.Knowledge of legislation administered by Building Commission NSW is highly regarded but not essential.How to applySubmit an up-to-date CV (maximum 5 pages) and a brief cover letter (maximum 2 pages)Combine your CV and cover letter into a single document when submitting your applicationEnsure your application clearly outlines how your skills and experience align with the requirements of the roleFor any recruitment related queries please contact Talent Advisor, Afrah via afrah.ahmedsaied@customerservice.nsw.gov.au

Salary Grade 0708, with the base salary for this role starting at 116,981 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Afrah Ahmed Saied via afrah.ahmedsaied@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.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Monday, 17th August 2026 (09:59am)

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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.

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