Together we shape thriving communities, public spaces, places and economies.

• Ongoing full-time opportunity (35 hours per week)
• NSW Office location negotiable with flexible working supported
• Salary relative to experience and ranges from $113,574.00 to $125,720.00 plus super

What’s in it for me?

Join our team for a fantastic culture with dynamic collaboration and genuine long-term career support. We offer flexibility in work arrangements, diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed.

The Office of Local Government (OLG) is a small, yet diverse agency of professionals invested in creating healthy and prosperous communities across NSW. Through the development of policy, programs, strong relationships, engagement and intervention, OLG is a driver of reform and uplift across the state, with a purpose of fostering a strong and sustainable local government sector.

There’s never been a better time to join a diverse, welcoming and fulfilling agency that helps build healthy and prosperous communities across NSW.

The role
As the Support Line Team Leader, you will lead the operational delivery of frontline support for the NSW Pet Registry and companion animal programs, ensuring councils, vets, and the public receive timely, accurate assistance. You’ll manage a high-performing team, resolve complex enquiries, and provide expert guidance while keeping service levels and customer satisfaction targets on track. Your input will help shape improvements to digital platforms and inform policy and product development.

You will be responsible for team rostering, resource planning, and ensuring optimal coverage across shifts, proactively managing leave and absences to maintain consistent service delivery. Your leadership will set the standard for accountability, coaching, and performance management, supporting staff through escalations and debriefs, and driving a culture of continuous improvement.

Your input will help shape improvements to digital platforms and inform policy and product development. You’ll analyse service data, identify trends, and coordinate stakeholder communications, ensuring quality and consistency across all channels – even during system changes or technical issues.

For more information read the full Role Description here: Role Description

What you will bring to the role

• At least 5 years’ experience leading teams in a high-volume customer service or call centre environment, with a proven track record of team management, rostering, and operational oversight.
• Strong leadership and people management skills, with experience coaching teams in high-volume customer service environments.
• Proven ability to resolve complex enquiries and support frontline staff through escalation pathways and debriefing.
• Analytical mindset with experience interpreting service data, identifying trends, and informing system or process improvements.
• Excellent communication and stakeholder engagement skills, with the ability to coordinate across councils, vets, and internal teams.
• Solid understanding of digital platforms and operational systems, with the ability to contribute to product enhancements and user experience design.
• Skilled in resource planning and workload management, ensuring consistent service delivery despite staffing or system challenges

Key knowledge and experience

• Demonstrated experience in managing a customer service or support team within a regulated, public-facing or digital service environment.
• Demonstrated experience interpreting and applying policy and procedural guidance to support consistent compliance service delivery.
• Experience using data and user insights to monitor service performance and drive continuous improvement.

About us

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities. 

We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments.

As part of DPHI, the Office of Local Government (OLG) is the NSW Government’s frontline interface with councils, their 50,000 employees, and their elected officials across the state. Its goal is to build a strong, responsible and sustainable local government sector, with its purpose to ensure councils all over NSW can continue to effectively deliver infrastructure, services and civic leadership to their communities.

Join us

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 Friday, 19 December 2025 at 9:00AM. Should you require further information about the role please contact Patrick Doyle, Director, Office of Deputy Secretary on Patrick.Doyle@planning.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.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident, or hold a valid Australian working Visa for the duration of the appointment. 

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au or (02) 63637676​ - HR Support, option 3, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn.