Team Leader, Customer Service
Grade Clerk 7/8 Remuneration: $116,981 - $129,492pa, plus superannuation and leave loading
Opportunity Type: Ongoing, Full Time
Location: Gosford
About us
Long Service Corporation (LSC) administers portable long service schemes for the building and construction, contract cleaning and community services industries across NSW. Our work ensures eligible workers can accrue long service benefits even when moving between employers within their industry.
As part of the Department of Customer Service, we are committed to delivering exceptional service experiences and making it easier for workers, employers and industry stakeholders to access the information and support they need.
About the role
We are seeking an experienced and motivated Team Leader, Customer Service to lead our Registrations Team within the Service Delivery and Operations branch.
This is an exciting opportunity to lead a high-performing team responsible for delivering exceptional customer experiences, resolving complex enquiries, and supporting the registration of workers and employers across NSW's portable long service schemes. You will play a key role in coaching and developing staff, driving continuous improvement initiatives, and ensuring service standards are consistently achieved.
Your responsibilities will include:
Leading, coaching and developing a team of customer service professionals to deliver high-quality customer outcomes.
- Managing complex and escalated customer enquiries and ensuring timely, accurate resolution.
- Monitoring team workloads, performance and service standards to identify trends and improvement opportunities.
- Building team capability through performance management, mentoring and regular feedback.
- Driving continuous improvement initiatives to enhance customer experiences and operational efficiency.
- Collaborating with internal and external stakeholders to resolve issues and achieve business outcomes.
- Using data and reporting insights to support decision-making and improve service delivery performance.
To be successful in this role, you will:
Have demonstrated experience leading and developing teams in a customer service or operational environment.
- Possess strong customer service and problem-solving skills, with the ability to manage sensitive and complex matters.
- Be resilient and adaptable, with the ability to prioritise competing demands in a fast-paced environment.
- Have excellent communication, stakeholder management and interpersonal skills.
- Be committed to continuous improvement and delivering quality outcomes for customers.
- Demonstrate sound judgement, initiative and a collaborative approach to leadership.
Closing date: Friday 4th September 2026 at 10am
What we need from you:
Please click on the link below and attach:
- Your resume (maximum 5 pages)
- A cover letter (maximum 2 pages)
In your cover letter, please share your motivation for applying for this position and outline how your skills and experience align with the role requirements.
A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.
To learn more about LSC, visit our website at www.longservice.nsw.gov.au
Salary Grade 7/8, with the base salary for this role starting at $116981 base plus superannuation
For enquiries relating to recruitment please contact Lauren Alcorn via
[email protected].
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: Friday 4th September 2026 at 10am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or
[email protected].
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
