Team Leader

Team Leader - Licensing and Accreditation NSW Department of Customer Service – Parramatta NSW Team Leader - Licensing and Accreditation (Building Licensing & Building and Development Certifiers Registration) Grade : Clerk Grade 7/8Location : Parramatta (Flexible working arrangements available within operational requirements)Work Type : Multiple temporary roles up to 2 years with a possibility of extension (travel to Parramatta is required) Building Commission NSW Building Commission NSW was established after the NSW Government recognised the substantial progress made by Fair Trading and the Office of the Building Commissioner in delivering once-in-a-generation reforms of the building and construction industry. Building Commission NSW is not only the industry regulator, but also a collaborator with consumers and industry to ensure standards, capabilities, capacity and resilience continue to be lifted across the sector to deliver quality homes and meet the State's housing targets. Building Commission NSW is an outstanding place to work due to its commitment to innovation, collaboration and professional development. With a focus on transparency and accountability, Building Commission NSW cultivates a culture of integrity and responsibility. About the Role We are seeking experienced and proactive Team Leaders to join our Licensing and Accreditation Directorate. Each Team Leader will be responsible for managing a high-performing team within one of our two core areas: Building Licensing or Building and Development Certifiers Registration. This structure enables focused leadership and specialised support across all key functions. This role is pivotal in leading a team of assessment officers working across a broad range of complex matters in a fast‑paced, customer‑focused environment. You will manage workflows, respond to escalated and sensitive enquiries, and apply your technical expertise to support registration and licensing processes in accordance with one of the following key pieces of legislation: Home Building Act 1989 Building and Development Certifiers Act 2018 Expertise in at least one of these legislative frameworks is highly desirable to effectively lead your team and ensure compliance with regulatory requirements. You will also contribute to strategic projects, drive continuous improvement, and support industry engagement initiatives that enhance service delivery and regulatory outcomes. Key Responsibilities Lead a team, fostering a culture of accountability, achievement, and continuous improvement. Allocate and coordinate workloads to meet service delivery standards and statutory deadlines. Respond to complex and escalated enquiries, applying specialised knowledge and interpreting legislation and legacy documentation. Provide specialist advice to staff, management, and stakeholders, ensuring decisions align with legislative frameworks and procedural fairness. Monitor work volumes, identify emerging issues, and implement systems and procedures to improve performance and customer outcomes. Perform quality assurance on assessments, coach staff, and build team capability. Collaborate on SOPs, training materials, and refine workflows in response to legislative changes and evolving customer needs. Support urgent business needs beyond core responsibilities to ensure operational continuity. Managing a team with a diverse range of complex matters in a high-volume, sensitive, customer-focused environment. Keeping up to date with the range, pace, and complexity of information required while delivering quality service. Acting as a change agent, leading staff through change and determining solutions to problems as they arise. To Succeed in This Role, You Will Demonstrate Proven experience developing and leading high-performing teams in a regulatory or licensing environment. Strong leadership, strategic thinking, and time management skills. A passion for customer service and continuous improvement. Ability to interpret and apply legal frameworks to regulatory decision-making. Effective management of contentious issues, providing accurate, timely advice. Problem‑solving skills in real time, even when procedures are unclear or information is incomplete. Excellent communication and interpersonal skills. Sound understanding of the building and construction industry and the role of certifiers. Experience with systems such as Loris, Objective, GLS, Amanda, and or Trim is highly desirable. A flexible, team‑oriented mindset with a readiness to support urgent business needs. We support a hybrid working model with flexible arrangements, though this role is primarily office-based. A Talent Pool will be created for up to 18 months to fill future ongoing roles. How to Apply Your application should include: A short covering letter (no more than two pages) demonstrating how your knowledge, skills, and abilities match the role. A current resume (no more than five pages). IMPORTANT : If you're thinking of applying, this information will help you to understand the process and how to get the best out of your resume and application: Salary Grade 07/08, with the base salary for this role starting at $113,574.00 base plus superannuation Closing Date: Monday, 01 December 2025 (09:59am) 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 ***************@customerservice.nsw.gov.au or 8***. Information on some of the different types of disabilities Information on adjustments available for the recruitment process Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr