Do you want your work to make a difference for NSW?

Lead transformative, customer-focused energy programs that drive affordability, accessibility, and impact for NSW communities.

• Permanent opportunity
• Full-time (35 hours per week)
• Office location – Parramatta; with hybrid and flexible working available
• Environment Officer Class 15 – Salary ranges from $183,848 - $208,267 plus super

Our Consumer Energy Division is currently seeking to appoint an Associate Director, Social Impact Programs to play a pivotal role in shaping initiatives that put consumers at the heart of the clean energy transition. This includes strategically leading an annual work program worth over $330million through:

• the NSW Government’s energy rebates available to 1 million NSW households
• the NSW Government’s energy crisis support scheme and debt relief trial, and
• the Commonwealth Government’s National Energy Bill Relief program to all households and eligible small businesses.

About the Role

This role provides strategic leadership in the design, delivery, governance, and evaluation of key initiatives that improve energy affordability and ease cost-of-living pressures for NSW households and small businesses. You will drive critical reform programs while also overseeing front-line customer service and consumer outreach, including operation of a call centre, ensuring high-quality service delivery that meets the needs of diverse communities. Working closely with delivery partners and stakeholders, the Associate Director ensures operational excellence, champions continuous improvement, and leverages digital solutions to optimise consumer experience and program outcomes. This role includes management of large teams, delivering energy rebates and bill relief, crisis and debt support, as well as strategic operation and community engagement. 

This role necessitates a clear focus on customer service and product design, with a data driven approach to KPIs, driving operational efficiency and service excellence for a key public facing branch. You will lead significant outreach activities to support complex stakeholders in the operation of public facing programs. You will also lead improvements to service delivery, develop new partnerships in the NFP space, and implement new outreach activities to ensure the ongoing delivery of NSW’s social energy programs.  

About You

We are looking for a strategic and outcomes-focused leader with a proven track record in delivering customer-facing programs with ambitious KPIs and make a real difference. With extensive experience in program delivery, including call centre operation, digital reform and NFP service partnerships - you know how to balance strategic vision with operational excellence, bringing strong skills in planning, management, budgeting, and resource allocation.  You will draw upon your extensive management experience to drive real outcomes for diverse communities across NSW. Your enthusiasm, experience and keen eye for operations and detail will help NSW households and small businesses pay their energy bills and stay connected to essential energy services. You are driven to hit ambitious KPIs to ensure successful program delivery, and are motivated by best practice program design for sustainable service excellence.

You will also bring a strong understanding of customers to enable you to navigate complexity and design programs that respond to the needs of households, businesses, and communities across NSW.  You are able to leverage your experience in successful delivery of digital reform and complex stakeholder engagement, including with the NFP sector, to deliver complex programs in the social support space, prioritising best practice customer service and operational transformation.

Essential Requirements

• Tertiary qualification in a relevant discipline or relevant equivalent experience in major program development and delivery for customers and communities.

For more information read the full Role Description:  Associate Director Social Impact Programs ECCS EB1 RD.docx

Who we are

The Department of Climate Change, Energy, the Environment and Water (DCCEEW) works to protect the state’s environment and heritage. It leads the way on climate change, driving the sustainable transition to a net zero economy, powered by affordable, reliable, and clean energy.

DCCEEW conserves and protects the state’s natural environment. It manages the NSW national park estate, including its rich and diverse biodiversity and Aboriginal cultural heritage for future generations. DCCEEW also ensures sustainable management of water resources across the state, to support the environment, communities and industry.

We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and water and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment.

To Apply

If excited by the information above, we look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close Tuesday 23^rd September at 11:55PM.

Should you require further information about the role please contact Peter Seaman via Peter.Seaman@dcceew.nsw.gov.au

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Our goal is to build a workforce that not only represents but also understands and serves the diverse communities of New South Wales. We are committed to making our state a vibrant and inclusive place to live, work, and thrive for everyone. Our workforce represents people of all ages and genders, Aboriginal and Torres Strait Islander people, people with disabilities, the LGBTQI+ community, and people from diverse ethnic and cultural backgrounds.

Looking for more information or assistance in applying?

• Our commitment to a diverse and inclusive workplace.
• How we encourage and support people with disability
• Information and adjustments for individual needs for the recruitment process and the workplace.

If you require an adjustment for your application process, please contact our Talent Acquisition Team by emailing dcceew.ta@dpie.nsws.gov.au or contacting Cassie Dryburgh on 0439 207 553 (please mention reference number 545071).

If you are an Aboriginal or Torres Strait Islander use our Aboriginal applicants guide to assist with applying for roles or contact our Aboriginal Career pathways team for a yarn 

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