Address- Lead one of the world’s great customer centric organisations through its next chapter of evolution and impact
- Combine your passion for culture, community, customer service, and digital in such a rare opportunity
- Contribute as a leader of the Department of Customer Service and NSW Public Service to make NSW the world's most customer centric Government
About the role
At Service NSW, our mission is to provide every person, business, and community with a world class experience accessing the services and support they need from the NSW Government. We are a one-stop-shop for Government services. We collaborate with partner agencies to provide an exceptional, customer centric, omni-channel experience of Government. We are an executive agency within the Department of Customer Service (DCS), working with colleagues across the sector to make NSW the world's most customer centric Government.
As the CEO of Service NSW, you will lead and support a team of over 5,000 teammates, in service of over 8 million customers. You will become the next custodian of an organisation that is defined by our commitment to our customers, genuine care for our people, our agility, and our ability to deliver.
You will continue to foster a rich culture of belonging, empowerment, adaptability, and achievement that underpins our ability to continually evolve to meet the needs of our customers and deliver on the priorities of the NSW Government.
You will oversee a large, complex, service delivery organisation serving hundreds of millions of customers each year, whilst collaborating with leaders across DCS and the NSW Public Service to continually evolve Service NSW to maximise our positive impact for the people, businesses, and communities of NSW and fulfil our potential.
About you
You will be an exceptional leader with a proven track record uplifting customer outcome, employee engagement, and culture. You are a humble, collaborative, servant-oriented leader who is motivated by the difference you can make for others. Placing customers at the centre, and people at the heart guides everything you do.
Working at the intersection of customer centricity, digital enablement, and culture you will have an ability to lead high-performing organisations in a dynamic, complex, fast paced eco-system.
In addition to being the right leadership fit to continue to nurture our culture, you will bring demonstrated strengths and experience across:
- Leadership within a complex, dynamic, uncertain eco-system
- Leadership of a large, complex, 24x7 service delivery organisation
- Digital acumen and leveraging digital as a strategic enabler for better customer outcomes
- Forward and creative thinking enabling an organisation to grow its customer value proposition and move into new markets or services
- Contemporary methods and operating models grounded in lean, agile, customer centric practices and principles
- Managing risk within a complex, dynamic, and ambiguous eco-system
- Financial and commercial acumen with responsibility for $250M+ of annual expenditure
About us
Department of Customer Service (DCS) is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better. Customer Service is a service provider and regulator, focusing on delivering first-class customer service, digital transformation and regulatory reform to create better outcomes for the people of NSW.
Service NSW (SNSW) was launched in July 2013 to transform and streamline NSW Government service delivery, with cutting edge digital solutions and award-winning culture of passion and teamwork. SNSW is a one-stop shop of solutions that offer simpler and faster access to government transactions through their digital channels, phone service and an expanding network of service centres.
SNSW partners with over 50 government and non-government agencies to offer over 1,200 NSW Government services such as the Cost of Living program, Active and Creative Kids, drivers' licences, vehicle registration renewals, applications for birth certificates, Seniors Cards, Housing NSW payments, fines, contractor licences and many more. Service NSW is also playing an integral role in helping NSW respond to COVID-19.
Understand more about Service NSW here, the Department of Customer Service – here or to find out what it means to be part of DCS, visit our Career site.
For enquiries regarding this position, please contact Dragana Papak, Manager Executive Recruitment Services via dragana.papak@customerservice.nsw.gov.au.
Closing date: Friday, 14 October 2022 at 9:59am
Your application should include an up-to-date CV which clearly details your relevant skills and experience to this position. Cover Letter and Selection Criteria are not mandatory.
Our Commitment to Diversity, Inclusion & Flexibility
We are committed to diversity, inclusion, and new ways of working.
The Department of Customer Service serves all the people of NSW and we want to reflect that diversity in our people. We welcome and encourage applications from people with disability, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQA+ community, veterans, carers, refugees, people in regional NSW and people of all ages. We strive to be an inclusive workplace where all our people can bring their authentic selves to work without judgement.
We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible.
If you do require an adjustment during the recruitment process, please notify us on your application form or contact the recruiter via email or phone.
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