Manager Customer Service at DCCEEW NSW

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

29 Sep, 26

Salary

167562.0

Posted On

01 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Leadership, Team Management, Continuous Improvement, Data Analysis, Customer Journey Design, Complaint Handling, Stakeholder Management, Service Design, Performance Monitoring, Coaching and Mentoring, Strategic Planning, Operational Delivery

Industry

Government Administration

Description

Do you want your work to make a difference for NSW? Working to protect the state’s environment and heritage. * Ongoing full-time opportunity * Office location: Parramatta (or other BCT office in NSW upon negotiation and availability). Hybrid working supported * Salary relative to experience and ranges from $152,677 to $167,562 plus employer’s contribution to superannuation and annual leave loading Join the Biodiversity Conservation Trust and play a key role in shaping how we deliver exceptional customer experiences that support the protection of NSW’s natural environment. This is a targeted role under GSE Rule 26 and people with disability (as defined in Disability Discrimination Act 1992 [https://www.legislation.gov.au/Details/C2016C00763]) are encouraged to apply. About the role As Manager Customer Service, you will lead and uplift the organisation’s customer service function—driving capability, systems, and culture to deliver consistent, high-quality support across multiple channels. You’ll manage and develop a small, high-performing team while partnering across the organisation to embed customer-centric practices and continuous improvement. This is an exciting opportunity to influence how customer insights inform service design, operational delivery, and innovation—ensuring customers receive responsive, effective and trusted support. Key responsibilities * Lead customer service operations, including the service desk team * Drive a culture of customer excellence and continuous improvement * Analyse performance data to identify trends, gaps, and opportunities * Collaborate across teams to build and enhance customer policies, systems and procedures * Coach and develop staff to achieve high performance and service standards. About You We are looking for someone who: * Is a confident and values-driven leader with experience managing customer service or client-facing teams * Brings a strong commitment to customer excellence and can embed a customer-centric culture across an organisation * Can use data, insights and feedback to identify trends, solve problems and drive continuous improvement * Is comfortable working in a complex environment, balancing competing priorities and stakeholder expectations * Has the ability to build strong relationships and collaborate effectively across teams and with external partners * Demonstrates sound judgement, initiative and the ability to translate strategy into practical outcomes * Is passionate about developing people, coaching teams and lifting capability Key knowledge and experience * Demonstrated experience leading customer service or client facing teams in a complex service delivery environment, with a strong focus on service quality, responsiveness and continuous improvement. * Sound knowledge of contemporary customer service principles, including customer journey design, complaint handling, and the use of customer insights and data to drive service improvements. * Proven experience developing, implementing and monitoring customer service standards, procedures and performance measures to ensure consistent, high quality service outcomes. For more information read the full Role Description: Manager Customer Service [https://secure.dc2.pageuppeople.com/apply/TransferRichTextFile.ashx?sData=UFUtVjMt25Pb75YPTtuQzflG4hBnoGVjtN63YOmIsRpSQf8Zl5JDyoiHaSVa9I3X82tq7AVvG_pGeHXbjYXHMsN-ehC69lambjAX1ZWqWcIVvKO-Z6tCV_BcXKTTfySOuBwtE2So7_FjF129_aTP8bsCSYUlUg%7e%7e] Who we are The Department of Climate Change, Energy, the Environment and Water [https://www.nsw.gov.au/departments-and-agencies/dcceew] (DCCEEW) works to protect the state’s environment and heritage. It leads the way on climate change, driving the sustainable transition to a net zero economy, powered by affordable, reliable, and clean energy. The New South Wales Biodiversity Conservation Trust (BCT) [https://www.bct.nsw.gov.au/] is a not-for-profit statutory body, established under Part 10 of the Biodiversity Conservation Act 2016 and managed by a Board appointed by the Minister for the Environment. The Trust’s roles are to support and encourage landholders to enter into agreements to conserve and protect biodiversity on private land, guided by the government’s Biodiversity Conservation Investment Strategy; secure biodiversity offsets when developers choose to pay into the Biodiversity Conservation Fund; and other activities that promote greater awareness of, appreciation and understanding of, biodiversity and the importance of conserving it. We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment. Participation in the NSW Biodiversity Offsets Scheme (BOS) and the BCT’s private land conservation (PLC) programs The successful applicant for this role will be required to declare any conflict of interests related to the Biodiversity Offsets Scheme, as defined in the Biodiversity Offsets Scheme Conflict of Interests Protocol. [https://www.environment.nsw.gov.au/publications/nsw-biodiversity-offsets-scheme-conflict-interest-protocol] This ensures the department is made aware of potential conflicts of interest so they can be appropriately managed. Where an applicant has a high-risk “defined interest” in the Biodiversity Offsets Scheme, they may be required to divest this interest before being employed by the department. If you think you might have a conflict of interest related to the scheme, or you are unsure, please discuss this with the hiring manager. The Department is committed to protecting the public interest and public trust in the exercise of its functions. These values, together with transparency and accountability, are integral to the administration of the Biodiversity Offsets Scheme. For more information, please contact the hiring manager. The BCT also has restrictions on staff participation in its funded PLC programs. No additional funding, beyond that already agreed to by the BCT, may be sought or approved during time as a BCT employee or for a 12-month period following termination of employment. If you (or a close family member) participate in the BOS scheme or already hold a funded agreement with the BCT and require further information before submitting your application, please contact the hiring manager. What we can offer you The BCT is a great place to expand your career and grow your skills and knowledge. Here are some of our benefits: * A great, friendly culture that cares about each other and the environment we work to protect * Accrued days off in addition to Annual Leave * Corporate wellbeing programs, including the Fitness Passport * A range of learning and development opportunities * Hybrid, flexible work arrangements To Apply If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role. 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. Applications close Wednesday 15th July 2026 at 11:55PM. Should you require further information about the role please contact Claire Parkes via claire.parkes@bct.nsw.gov.au [claire.parkes@bct.nsw.gov.au] or on 0413 580 591 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. Our goal is to build a workforce that not only represents but also understands and serves the diverse communities of New South Wales. We are committed to making our state a vibrant and inclusive place to live, work, and thrive for everyone. Our workforce represents people of all ages and genders, Aboriginal and Torres Strait Islander people, people with disabilities, the LGBTQI+ community, and people from diverse ethnic and cultural backgrounds. Looking for more information or assistance in applying? * Our commitment to a diverse and inclusive workplace. [https://www.nsw.gov.au/departments-and-agencies/dcceew/work-us#toc-inclusion-and-belonging] * How we encourage and support people with disability [https://iworkfor.nsw.gov.au/content/people-with-disability] * Information and adjustments for individual needs [https://iworkfor.nsw.gov.au/adjustments-for-individual-needs] for the recruitment process and the workplace. If you require an adjustment for your application process, please contact our Talent Acquisition team by emailing dcceew.ta@dpie.nsw.gov.au [dcceew.ta@dpie.nsw.gov.au] or contacting Lila Snow on 02 9995 5095 (please mention reference number 551121). If you are an Aboriginal or Torres Strait Islander use our Aboriginal applicants guide [https://www.nsw.gov.au/sites/default/files/2024-05/dphi-working-with-us-guide-for-aboriginal-applicants.pdf] to assist with applying for roles or our Aboriginal Career pathways team at AEX@dcceew.nsw.gov.au [AEX@dcceew.nsw.gov.au] for a yarn. Find the BCT on Facebook, [https://www.facebook.com/NSWBCT/] Instagram [https://www.instagram.com/nsw_bct/], and LinkedIn [https://www.linkedin.com/company/biodiversity-conservation-trust].

Responsibilities

Lead and uplift the organization's customer service function by driving capability, systems, and culture. Manage a high-performing team and use customer insights to inform service design and operational delivery.