Associate Director Social Impact Programs

Associate Director Social Impact Programs at NSW Department of Climate Change, Energy, the Environment and Water. Lead a large customer service and operational team delivering NSW's major energy support programs with a focus on service excellence, customer experience and effective partnerships.

• Lead an annual work program worth over $330 million, including:
• NSW Government energy rebates available to 1 million NSW households
• NSW Government energy crisis support scheme and debt relief trial
• Commonwealth Government National Energy Bill Relief program for all households and eligible small businesses

Oversee front-line operations (call centre) and drive performance to meet ambitious KPIs, ensuring high-quality, responsive customer service across multiple channels. Lead service design and improvements, drive outreach and community engagement to support vulnerable households across NSW. Manage resources and risks to safeguard delivery and foster a customer-first culture.

Collaborate with Service NSW, energy retailers and not-for-profit delivery partners to ensure efficient program delivery and continuous improvement. Build partnerships, governance and data-driven processes to reduce cost-of-living pressures and improve energy affordability.

You are an experienced customer service and operations leader with a proven track record in delivering large, customer-facing programs. You combine strategic vision with hands-on leadership of diverse teams, with skills in customer service, call centre management, digital reform and building product-delivery partnerships.

You are motivated by service excellence and measurable outcomes, with expertise in planning, performance management, budgeting and workforce leadership. You achieve ambitious KPIs while maintaining compliance and governance, fostering accountability and responsiveness that puts the customer at the centre of delivery.

You will lead a diverse team, foster an inclusive culture, and deliver real outcomes for households and small businesses across NSW, helping them manage their bills and stay connected to essential services. A data-driven approach, strong customer focus and ability to drive service improvements will help programs evolve. Experience in digital reform, governance and complex stakeholder engagement is valued.

You will navigate complexity to design programs that respond to community needs and lead a team through change.

• Tertiary qualification in a relevant discipline or relevant equivalent experience in major program development and delivery for customers and communities.

For more information read the full Role Description: Associate Director Social Impact Programs ECCS EB1 RD.docx

How to apply

If excited by the information above, please submit your resume and a cover letter expressing your interest and suitability for the role.

Applications close Tuesday 23 September at 11:55 PM.

For further information about the role please contact Peter Seaman via Peter.Seaman@dcceew.nsw.gov.au

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type over the next 18 months.

We are committed to an inclusive workplace that represents NSW communities and provides adjustments in the recruitment process and workplace. If you require adjustments for your application process, contact our Talent Acquisition Team at dcceew.ta@dpie.nsws.gov.au or 0439 207 553 (please mention reference number 545071).

If you are Aboriginal or Torres Strait Islander, use our Aboriginal applicants guide or contact our Aboriginal Career pathways team for support.

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