Senior Operations Officer , Duties and Grants

Senior Operations Officer (Manager, Compliance - Taxes and Grants) - Revenue NSW

Ongoing role, Parramatta location, Salary package up to $135,304

Why Department of Customer Service

The Department of Customer Service (DCS) is the newest agency in NSW Government. We are a central agency of Government, comprised of agencies committed to championing the interests and perspectives of NSW citizens to deliver better customer service outcomes.

About the role

Revenue NSW is a customer-focused organisation within DCS, dedicated to high quality customer service, excellence and innovation. We consistently strive to make it easier for our customers to deal with us, expect all of our staff to demonstrate a genuine commitment to delivering excellent customer service and encourage the professional development of our staff.

The role is within our Duties & Grants team, which is part of the Taxes & Grants division within Revenue NSW. We are responsible for customer interactions for all tax and grant products. We undertake assessments, revenue collection, enquiry and client education services. We administer grants and unclaimed money payments.

In this role, you will:

  • Lead and manage several compliance and audit teams who conduct compliance activity on approved agents and customers while, maximising the effectiveness and efficiency of the branch in accordance with administered legislation and ensure outcomes are consistent with the operational and strategic plans
  • Lead statistical and information analysis to support operational and strategic plans, whilst maximizing compliance outcomes for Duties and Grants clients
  • Deliver work assignments on time and to expectations in terms of quality, deliverables and outcomes
  • Submit reports, business cases and other forms of written advice
  • Provide governance advice for Duties practices and processes for both internal staff and external practitioners, with particular regard to process integrity and revenue protection.

About You

We are seeking to recruit a motivated, enthusiastic, innovative, leader with a focus on providing excellent customer service. This is an opportunity for you to interact with a diverse customer group on various matters utilising a broad range of skills

To be successful you will need:

  • demonstrated recent skills and experience in managing a large high performing team to ensure the activities and performance of the branch meet service standards.
  • demonstrated commitment and ability to deliver improvements to business operations and processes
  • demonstrated experience in the delivery of high-quality services to both internal and external customers
  • demonstrated experience in workforce planning to effectively meet service delivery standards

You would be a customer focused problem solver with strong decision making skills. You will also need to demonstrate strong interpersonal and communication skills to maintain excellent internal and external working relationships.

Salary - Grade 9/10, with the base salary for this role starting at $110,745 base plus superannuation

How to Apply

Your application should include a cover letter of no more than 2 pages, and an up-to-date resume of no more than five pages which clearly details your skills and experience as relevant to this role. Applicants invited for interview will be required to complete additional assessments. There are no selection criteria to be addressed.



Closing date: 6 September 2020 (9:59am)


Working at Department of Customer Service

The Department of Customer Service is a great place to work! Our values of accountability, trust, service and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.


Click Here to access the Role Description.

The Department of Customer Service is proud to be an EEO Employer who are fully focused on equality and believe deeply in diversity of all identities making us different and a true reflection of our NSW customers. As an inclusive workplace, we support various employee resource groups, practice flexible work and workplace adjustment.

If you do require an adjustment during the recruitment process, please notify us on your application form.

31/08/2020 $0 Parramatta & Western Suburbs 1 Call Centre & Customer Service
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