Team Lead, People

Team Lead, People & Culture Contact Centre

Clerk Grade: 9/10, Temporary 12-month opportunity with possibility of becoming ongoing, Full-time 35 hours per week
Location: 4PSQ Parramatta or Gosford (travel required between these locations)
Salary Range: $129,464 - $142,665 + super

•  Lead a dynamic team in the
  People & Culture (P&C) Contact Centre, guiding and mentoring
  professionals passionate about customer service for internal customers.
•  Drive the planning and
  implementation of new contact channel streams, contributing to innovative
  solutions that enhance our service delivery.
•  Foster a culture of curiosity
  and exploration, encouraging your team to identify and pursue
  opportunities for process enhancements.

 Lead
with Purpose in a High-Impact Internal Contact Centre Role

 Are you
ready to take the next step in your leadership journey? Join the Department of
Customer Service as our Team Lead, P&C Contact Centre, where you'll
manage a dynamic team supporting over 12,000 employees across NSW. This is your
opportunity to make a real difference by leading a frontline team that delivers
exceptional People & Culture support through multiple contact channels.

 In this
pivotal role, you'll draw on your experience in telephony and customer service
environments to guide and coach your team, manage workflows, and optimise
workforce planning. Your leadership will help shape a culture of responsive,
solution-focused service delivery that meets the evolving needs of our
workforce.

 You'll work
closely with senior leaders to design and implement new contact centre streams,
drive continuous improvement, and ensure technical excellence across all
touchpoints. If you're passionate about building high-performing teams and
enhancing employee experience, this role offers the perfect platform to
showcase your skills and grow your career.

 Who
We're Looking For

 We're
seeking a passionate and driven leader who thrives in a fast-paced environment
and is committed to delivering outstanding customer service. You'll be a
natural communicator with a talent for mentoring teams, engaging stakeholders,
and making confident decisions that drive results.

 You'll
bring a unique blend of curiosity and innovation, always looking for ways to
improve processes and elevate service delivery. With a strong foundation in
contact centre operations and People & Culture programs, you'll be
confident presenting complex ideas clearly and leading agile projects that make
a real impact.

 If you're
someone who leads with integrity, inspires performance, and embraces change,
this is your chance to shape the future of our P&C Contact Centre and make
a meaningful difference across the Department.

 A typical
day of work for you might include:

•  Leadership & Coaching: Lead, inspire, and coach
  Customer Service Team through regular one-on-ones, skill development, and
  performance management, fostering a culture of continuous learning and
  professionalism
•  Training & Development: Design and deliver
  tailored training programs, workshops, and onboarding support to close
  skill gaps and improve team capabilities.
•  Service Quality Oversight: Own and improve service quality
  through monitoring, feedback, coaching, and collaboration with leaders to
  enhance customer experience.
•  Performance Management: Set clear expectations,
  conduct performance reviews, and implement development plans to ensure
  alignment with service standards and company goals.
•  Operational Execution &
  Continuous Improvement: Oversee
  daily workflow and support the business in identifying process
  improvements, initiatives and coordinate and manage the implementation of
  key operational projects
•  Cross-functional Collaboration: Work closely with others
  across the Department to achieve customer service excellence.

 How to
apply:

 Your
application should include an up-to-date CV and cover letter which
clearly details your relevant skills, experience to this position and the
response to the below targeted question. Your cover letter should also include
your response to the below targeted question.

 Targeted
Question:

"Can
you describe a specific instance where you successfully led your team in
achieving key performance metrics in a contact centre focused on HR or people
and culture services? What strategies did you implement to ensure effective
service delivery and what outcomes were achieved?"

 Looking
for more information about the role?  

 Reach out
to Vanessa Tindall, Manager People & Contact Centre, for a conversation and learn more
about this incredible opportunity. 

Salary Grade 09/10, with the base salary for this role starting
at $129,464 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please
contact Rodrigo Sandoval via

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: Friday, November 7th, 2025 at 10:00 am

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 or

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process