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 lead a large customer service and operational team, delivering NSW’s major energy support programs with a strong focus on service excellence, customer experience and effective partnerships. This includes 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 and operational leadership in the design, delivery and governance of initiatives that reduce cost-of-living pressures and improve energy affordability.

Working closely with Service NSW, energy retailers and other not-for-profit delivery partners, the Associate Director ensures programs are delivered efficiently, with excellent customer outcomes and continuous improvement at their core. You will also lead service design and improvements and drive outreach and community engagement to ensure programs reach and support vulnerable households across NSW.

You will oversee front-line operations (call centre) and drive performance to meet ambitious KPIs, ensuring customers receive responsive, high-quality support. The role requires a focus on operational efficiency, using data and digital tools to streamline processes and deliver consistent, high-quality customer services across multiple channels. A key part of the role is growing the strong and accountable team culture, embedding customer-first values, and managing resources and risks effectively to safeguard delivery.

About You

You are an experienced customer service and operations leader with a proven record of delivering large, customer-facing programs. Skilled in customer service, call centre management, digital reform and building product deliver partnerships, you combine strategic vision with hands-on leadership of diverse teams.

You are motivated by service excellence and measurable outcomes, bringing expertise in planning, performance management, budgeting and workforce leadership. You achieve ambitious KPIs while maintaining compliance and governance, fostering a culture of accountability and responsiveness that puts the customer at the centre of delivery.

Drawing on your experience, you will lead a diverse team, foster a positive and inclusive culture, and deliver real outcomes for households and small businesses across NSW, helping them manage their bills and remain connected to essential services.

Your data-driven approach, strong customer focus and ability to drive service improvements ensure programs evolve and improve. You bring a track record in digital reform, governance and complex stakeholder engagement, and can confidently navigate complexity to design programs that respond to community needs.

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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