Licensing Representative

Overview

Licensing Representative – Tow Truck Licensing Team

Grade: Clerk Grade 3/4
Salary range: $84,659 - $92,701 + superannuation and leave loading
Duration: Ongoing and Temporary Opportunity (Temporary up to 30 June 2026)
Location: Parramatta, 2-3 days office attendance required.

About the team

Fair Trading Licensing is responsible for assessing and maintaining licences, certificates and authorities across the Transport & Business and Real Estate & Property licensing schemes. This unit is a high-volume assessment environment that provides high quality customer services and makes decisions in accordance with administrative law principles, to a range of stakeholders regarding all matters related to Fair Trading Licensing.

The Licensing Representative (Regulatory Operation Support Officer) will report to the Team Leader and is tasked with undertaking assessments and making determinations on applications, renewals, and authorisations and delivering exceptional service with a high level of detail.

The team operates in a high-volume assessment and processing environment delivering end to end management and assessment of all Fair Trading Licensing applications including:

• Tow Trucks
• Pawnbrokers & Second Hand Dealers
• Community Gaming
• Commercial Agents
• Paintball
• Motor Dealers & Repairers
• Property and Conveyancing

To be successful, you will have proven customer centric values and possess outstanding organisational and time management skills with the ability to prioritise accordingly. You will possess exceptional skills in written communication with an aptitude to develop and maintain specialised knowledge and expertise to deliver a high-quality service.

Your ability to adapt, be fluid and positive in a team environment along with experience working in a Regulatory environment will be highly regarded.

Your day-to-day

• Assessing applications for licences, authorisations, certificates and renewals efficiently and fairly whilst adhering to legislative requirements, policies and procedures.
• Documenting and escalating applications for higher approval as needed, ensuring compliance with policies.
• Staying updated on procedures, standards, and legislation to provide consistent, accurate decisions and responses to customers.
• Performing operational tasks within delegated authority levels to support team operations.
• Maintaining accurate records in databases and complying with service delivery systems.
• Educating customers on their rights, responsibilities, and available services to promote compliance.
• Reviewing complex matters and referring or escalating them to appropriate business areas when necessary.

Capabilities and success factors

• Managing high workloads and competing priorities in a regulatory environment, meeting tight deadlines while ensuring accuracy.
• Being adaptable and flexible to changes, including transitioning between teams and shifting workloads.
• Interpreting and applying legislative frameworks for decision-making.
• Maintaining a focus on high-quality service delivery while maximising efficiency.
• Responding tactfully and sensitively to culturally and linguistically diverse customers.
• Ensuring accountability for providing end-to-end customer service.
• As a condition of employment, you may be required to undertake security baseline vetting.

What we need from you

Please submit your resume of no more than 3 pages, including a cover letter of no more than 2 pages, sharing your motivation for applying for the position and demonstrating your capability and relevant skills.

Salary Grade 3/4, with the base salary for this role starting at base plus superannuation

Additional information: Access the Role Description Here. For enquiries relating to recruitment please contact Gabriella Schulzer via gabriella.schulzer@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

Closing Date: Thursday 11th September 2025 [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 gabriella.schulzer@customerservice.nsw.gov.au or 02 9494 8351.

For more information, please visit

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