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Vor 7 Tagen

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Support Line Team Leader NSW Department of Planning, Housing and Infrastructure Role Summary Lead the operational delivery of frontline support for the NSW Pet Registry and companion animal programs. Manage a high‑performing team, resolve complex enquiries, and provide expert guidance while maintaining service levels and customer satisfaction. Benefits & Working Conditions Full‑time position, 35 hours per week NSW Office location negotiable with flexible work arrangements Annual salary $113,574.00–$125,720.00 plus superannuation Dynamic culture, collaboration and long‑term career support Flexibility, work/life balance, and wellbeing initiatives Diverse and inclusive workplace underpinned by equal opportunity commitments Key Responsibilities Team rostering, resource planning and ensuring optimal shift coverage. Coach and develop staff, handle escalations, conduct debriefs and drive a continuous improvement culture. Resolve complex customer enquiries and maintain target service levels and satisfaction metrics. Analyse service data, identify trends and coordinate stakeholder communication to improve digital platforms, policies and product development. Maintain compliance with procedural guidance and oversee consistent, quality delivery across councils, vets and the public. Qualifications & Experience Minimum 5 years of team leadership in a high‑volume customer service or call centre environment. Strong coaching and people management skills. Experience resolving complex enquiries and managing escalation pathways. Analytical mindset with expertise in interpreting service metrics and driving process improvements. Excellent communication and stakeholder engagement across external and internal partners. Knowledge of digital platforms and operational systems to support product enhancement. Resource planning and workload management capability under challenging staffing or system conditions. Additional Knowledge and Experience Managed a customer service or support team within a regulated, public‑facing digital service environment. Applied policy and procedure guidance to maintain consistent compliance. Used data and user insights to monitor performance and drive continuous improvement. About the Department The Department of Planning, Housing and Infrastructure improves the liveability and prosperity of NSW by managing lands, assets, property and housing. It values diversity, inclusivity and strives to deliver culturally competent outcomes for Aboriginal people and communities. Application Information Applications close Friday, 19 December 2025 at 9:00 AM. Submit a resume and cover letter expressing interest and suitability. Contact Patrick Doyle, Director, Office of Deputy Secretary at for further information. Recruitment pool may be created for ongoing and temporary opportunities of the same role or type over the next 18 months. Eligibility & Inclusion Must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working visa for the duration of appointment. Applicants with disability encouraged to request accommodations via Talent Team at or (02) 6363 7676. Aboriginal applicants – refer to the Aboriginal applicants guide or contact the Aboriginal Career pathways team. Equal Opportunity Statement We are committed to creating a diverse and inclusive workplace and value all contributions. All qualified applicants will receive equal consideration in recruitment. #J-18808-Ljbffr

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