Job Description

You’re someone who wants to create outcomes that have a real impact on the people of NSW.

Work in an organisation based on purpose, structure and process. You know that to make a meaningful contribution to our community and economy, there needs to be diligence in our operations.

In this role, you'll:

You’ll work as part of a specialist team delivering robust, fair and transparent customer advocacy and engagement services that place toll road users at the centre of decision making across the NSW Motorways network.

You will lead the operational delivery of the Customer Advocacy function, overseeing end to end complaint handling and investigation processes while translating customer insights into meaningful service, operational and governance improvements.

You’ll play a critical role in strengthening public confidence in NSW toll roads through impartial, evidence based advocacy and proactive stakeholder engagement.

You will lead and evolve new ways of capturing, analysing and embedding customer feedback to improve transparency, efficiency and customer experience outcomes in a complex, highly regulated environment involving toll operators, regulators and government stakeholders.

For more information on this position and business unit, view the role description and candidate information pack

About you

You’re recognised as a credible and impartial leader, skilled at influencing outcomes through high quality reporting and advice, and experienced in leading teams, managing sensitive and high profile matters, and operating within legislative and governance frameworks to deliver trusted public value outcomes.

Your strong analytical, communication and stakeholder management skills, developed across government, regulatory, advocacy, assurance or customer experience environments, will see you excel at managing complex complaints, identifying systemic issues and delivering evidence based recommendations that lead to service and policy improvements.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers

Flexible work options may be available. Learn more via Flexible work options and policy

Apply today

Applications close 11:59 PM 11th May 2026.

For more information about this role, please contact RICHARD.PICKFORD@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

Learn more about how to apply via Our recruitment process | Transport for NSW

#LI-Hybrid