Job Description

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

Your expertise in communication, problem-solving, empathy and conflict resolution are highly transferable and in-demand. Help us foster satisfaction and service experiences that transform lives of our community.

In this role, you'll:

You’ll be responsible for leading and managing the delivery of tier 0 and tier 1 enquiry within a high-volume, fast-paced contact centre environment and transactional processing across a defined portfolio of services.

You’ll drive a high-performance, customer-centric culture and delivering on continuous improvement initiatives and ensures that the services provided meet business and customer requirements and comply with policy and legislative requirements.

You’ll be critical member of the Shared Services Service Centre management team, jointly accountable for the performance of all Tier 0 and tier 1 services.

This 12-month temporary position is located in our Grafton office. The role is governed by our hybrid working model, which forms part of the organisation’s Flexible Working Arrangements and associated procedures. This includes a combination of required onsite attendance and approved remote working.

Regional candidates are encouraged to apply.

Apply now with your cover letter and resume.

For any enquiries, please contract Ciaran Martin on 0466 616 258.

For more information on this position and agency, view the role description.

About you

Tertiary qualifications in a relevant discipline or relevant experience, you’ll have demonstrated experience leading high-volume government contact centres, managing daily operations, meeting service levels, and ensuring compliance with complex legislative and policy requirements.

You’ll have a proven track record in delivering large-scale service improvement initiatives, including service automation and knowledge base development, while fostering a customer-centric culture.

You’ll have experience developing and maintaining strong collaborative working relationships to meet stakeholders’ expectations and are comfortable in a fast-paced and dynamic environment where delivery on tight deadlines is critical.

You’re a self-starter, know how to build strong relationships, collaborate and communicate effectively to drive outcomes.

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 29th May 2026.

For more information about this role, please contact CIARAN.MARTIN@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