Team Leader – Talent Pool Only
Do you want work to make a difference for NSW?
Together, we create thriving environments, communities and economies
- Based in Parramatta, hybrid working supported
- Permanent/Temporary, full-time (35hrs per week) opportunities
- Salary ranges from $113,574 to $125,720 plus super and annual leave loading, commensurate with experience
This is an excellent opportunity for a customer service professional with proven leadership experience to lead and inspire a high-performing team, delivering exceptional service and support to the people of NSW.
About the Role
The Social Impact Programs Branch provides energy rebates and crisis payments worth millions of dollars annually to over 900,000 eligible low income and vulnerable households. We are a friendly, energetic and supportive team that values a positive workplace culture.
The Team Leader manages the day-to-day operations of the NSW Government’s Energy Social Programs and leads the delivery of high-quality customer service in a timely manner as well as continuous improvements to operations, processes and systems.
The role acts as an escalation point for customers and is responsible for implementing quality assurance processes including leading regular audits of calls and emails against agreed performance standards as well as providing ongoing feedback to staff. The role is also responsible for recruiting, onboarding and training staff, including contractors during peak periods.
In accordance with the requirements of this role, you will be required to work Monday to Friday, 9am to 5pm. We provide hybrid working arrangements and are open to discussing other flexible work arrangements. You will be required to work in our modern offices near Parramatta station at least 2 days per week, following an initial 4-6-week training period in the office. We will provide you with opportunities to develop new skills.
About You
You are an experienced people leader with a background in customer service operations who thrives in fast‑paced, high‑volume environments. You lead with a customer focused mindset and are confident managing team performance, supporting capability development, and navigating changing priorities.
The role requires well-developed leadership and interpersonal skills, with a demonstrated ability to coach, mentor and develop staff to achieve performance outcomes and maintain a customer-centric culture. Strong communication skills, emotional intelligence and a high degree of empathy are essential in supporting both customers and team members.
Proven leadership skills, resilience and the ability to manage competing priorities are critical to succeed in this role.
Essential Requirements
- Experience leading teams in a customer service or call-centre environment
For more information read the full Role Description: Role Description - Team Leader
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.
Talent Pool
This recruitment will be used to create a talent pool.
A talent pool represents a group of applicants who have been assessed and identified as suitable for this role or similar roles and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.
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.
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.
Applications close 29th May 2026 (11:55 PM).
Should you require further information about the role please contact Ross Green, Hiring Manager via ross.green@dcceew.nsw.gov.au or on 029 585 6895.
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?
If you require an adjustment for your application process, please contact our Talent Acquisition Team by emailing Amanda.peterson@dcceew.nsw.gov.au or contacting Amanda Paterson on 02 6360 9017(please mention reference number 550410).
If you are an Aboriginal or Torres Strait Islander use our Aboriginal applicants guide to assist with applying for roles or our Aboriginal Career pathways team at AEX@dcceew.nsw.gov.au for a yarn.
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Role Description
