Regulatory Operations Officer

6 days ago

Sydney, Australia NSW Department of Customer Service Full time

**Fair Trading Licensing, Fair Trading Operations**
**Regulatory Operations Officer - Business Engagement Team**

**Clerk Grade: 5/6**($97,027 - $107,059 + Super and Leave Loading + Accrued flex time)
**Employment Type: 1x Ongoing & 1x Temporary up to June 2026**
**Location: Parramatta landing days are currently Mondays and Tuesdays in Parramatta increasing to 3 days pw**

**About the team**

The Business Engagement team provides high level support to Fair Trading Licensing across the Property, Transport & Business licensing schemes. This team manages a high volume of varied and complex licensing matters and makes decisions in accordance with legislative framework to a wide range of stakeholders within strict timeframes.

As a Regulatory Operations Officer, you will be responsible for the assessment and analysis of escalated complex and sensitive licensing matters, requiring preparation of correspondence and recommendations with a high attention to detail; in addition to responding to various internal and external enquiries and requests.

**Your day-to-day**
- Responding to complex enquiries and/or a broader range of escalated enquiries from external and internal clients/customers according to service standards.
- Coaching others to complete related tasks and achieve service standards.
- Developing and maintaining specialised knowledge, techniques, and skills to deliver a high-quality service.
- Reviewing and analysing complex matters, identify and report new or emerging issues or trends, and contribute to continuous improvement strategies to achieve business outcomes.
- Ensuring all continuous improvement opportunities are accurately captured and authorised policies and procedures are developed and updated in accordance with quality assurance principles.

**To be successful in this role you will demonstrate**:

- Outstanding organisational and time management skills and the ability to prioritise accordingly to meet strict deadlines.
- Commitment to quality customer service.
- Have a can-do attitude, demonstrating initiative and responding promptly when situations change.
- Thrive in a busy work environment while also supporting colleagues to achieve their outputs, and pride yourself on attention to detail.

**What we need from you**

Salary Grade 5/6, with the base salary for this role starting at $97027 base plus superannuation

**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.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process

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