Operations Officer

**Operations Officer**

**Grade: Clerk 7/8**
**Salary: starting at $113,574 + super**
**Employment type: Varied. One ongoing and multiple temporary full-time roles with the possibility of becoming ongoing.**
**Location: Hybrid working, with weekly office attendance flexibly at Revenue NSW offices within NSW.**

**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.

**About Revenue NSW**

Revenue NSW is the state's principal revenue management agency. Our purpose is to contribute to a prosperous, safe, and fair society by collecting revenue, resolving fines, administering grants, and recovering debt.

**About the team**
The roles sit within the Land Tax Business Unit, part of the Taxes and Grants division of Revenue NSW. Our vision statement is: We empower our customers to understand the obligations and providing a seamless and consistent service in all we do. Working together, we boost critical funding for the people of NSW. We undertake assessments, compliance and audits, handle customer enquiries and use our expertise to research, develop and implement processes to make it easier for our customers to comply and do business with us.

**About the roles**
These roles sit across different teams within the Land Tax business unit, which means your day-to-day responsibilities may vary depending on the team you join.

**Operational and Compliance Teams**

**In these roles, you will play a key part in supporting frontline staff and ensuring high-quality service delivery. Your responsibilities will include:

- Lead a team to provide quality and timely service to clients while ensuring compliance with the relevant legislation and KPIs and performance standards are met
- Coordinate training, performance management and staff development, providing feedback and encouragement, to ensure that organisational and personal development objectives are met
- Develop and continually review the services of the team to ensure that they meet the current and future needs of clients
- Assign work priorities for staff; allocate work assignments; plan resource requirements based on the technical ability and delegation of team members, and utilising the workflow and case management system to ensure appropriate distribution of work to maximise accuracy, efficiency and client service
- Review audits from a quality perspective and provide technical, procedural and business rules advice for the purpose of training and staff development
- Contribute to the implementation of change through continuous improvement and innovation

**Development and Assurance Team**

**These roles focus on quality assurance and continuous improvement. Your responsibilities will include**:

- **Collaboration with managers and stakeholders to coordinate and implement projects and initiatives
- Maintaining current knowledge of relevant legislation, policies, procedures, and business rules to support quality outcomes
- Leading improvements in QA frameworks, guidance materials, and the Knowledge Management System (KMS)
- Analysing and reporting on QA trends to inform training and procedural updates
- Leading internal audits and other assurance-related activities

**To be successful in these roles you will demonstrate**:

- **Experience in leading a team to deliver results, optimise business outcomes and embed processes and procedures with a strong quality assurance focus.
- Experience in staff capability building through training, performance management and staff development, providing feedback and encouragement.
- Demonstrated recent skills and experience in managing and developing staff to ensure the activities and performance of the team meet service standards.
- Proven ability to work under pressure with exceptional time management skills
- Flexibility and the ability to work as a positive and effective team leader and member

**How to apply**
To start your journey towards joining our team please click on the link below to apply.

**Please attach**:
Your up-to-date resume (max 5 pages)
A cover letter (max 2 pages) outlining your motivation and how your experience aligns with the role.

**For role-related enquiries, contact Rohan Kagali at 02 9289 1418 or Christopher Howland on 02 4057 1115.**

Salary Grade 7/8, with the base salary for this role starting at $113,574 base plus superannuation

**Closing Date: 22nd October 2025, Wednesday 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 reg