Manager Complex Customer Communications

**Clerk Grade: 11/12 (one role available)**
**Employment Type: Temporary to 30 June 2026**
**Hybrid vs In-office requirements**
**These roles sit within the Revenue NSW Division in the Taxes & Grants team**

**About the team**

The Program Delivery Team in Taxes & Grants are tasked with leading innovative and best practice projects in supported programs. The Customer Innovation and Engagement team work with the teams responsible for the administration of taxes to ensure we deliver initiatives of strategic value that improves the education and experience of our customers in their interactions with the tax system. We work on the big rock opportunities across duties, land tax and payroll tax that deliver real value for the people of NSW.

**Your day-to-day**

**In this role you will lead a dedicated project team undertaking customer analysis and developing recommendations and solutions through collaborative teamwork and influencing with evidence. The role leads stakeholder engagement and delivering improved customer education and user experience through changes to education tools, the website and other proactive forms of communication. You will also track delivery to support accurate reporting to Directors Steer Cos, the Executive Leadership Team and government and on project progress.

**To be successful in this role you will have the following**:

- Demonstrated extensive experience in leading and delivering digital and non-digital user experience design programs/projects
- Experience in leading and influencing through stakeholder engagement
- Ability to interpret complex technical legislation and terminology and lead actions to support a variety of customers (professionals and individuals) to understand their obligations
- Understanding of and interest in the tax customer journey
- Agile project management experience
- Team leadership capabilities

**What will your day involve?**
- Overseeing the delivery of projects on time and on budget
- Develop cases for change and innovative ideas to support the project vision
- Negotiate and define team and project priorities including sprint planning and other agile practices
- Resolve project inter-dependencies, resourcing, funding, issues, and risks
- Lead stakeholder engagement and collaboration
- Undertaking evaluation activities and delivering best practice product transition to BAU functionality in teams
- Report on project progress and status

We are looking for motivated, enthusiastic, and flexible team players who can lead initiatives that promote and communicate the value of Taxes & Grants programs across Revenue and DCS. In this role you will create, coordinate, and deliver internal and external communications to facilitate successful outcomes and ensure alignment to our vision.

**About Revenue NSW**

**Revenue NSW is the state’s principal revenue management agency and a proud part of the Department of Customer Service. Our mission is to contribute to a prosperous, safe, and fair society by collecting revenue, resolving fines, administering grants, and recovering debt—ensuring vital services are funded and communities are supported.

We’re proud of our diverse, inclusive, and regionally connected team, and we embrace flexible working arrangements that support work-life balance. This role can be based at any of our offices across NSW, including Parramatta, Lithgow, Maitland, Gosford, or Wollongong—giving you the freedom to work where it suits you best.

**How to apply**

Please attach your updated resume (maximum 5 pages) and cover letter (maximum 1 page) outlining how you meet the skills and experience of this role.

Salary Grade 11/12, with the base salary for this role starting at $149,739 base plus superannuation

**Closing Date: 10th Ocotber 2025, Friday at 10am**

**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**

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Information on adjustments available for the recruitment process