Team Leader Customer Delivery

Department of Industry•Orange, CA

3d•Hybrid

About The Position

Lead customer-focused environmental services in an ongoing full-time opportunity, 35 hours per week, with a Parramatta office location and hybrid working supported. The Science and Insights team is seeking a Team Leader Customer Delivery to lead a high-performing team delivering customer services, regulatory map reviews, and environmental spatial data. This role supports land management and environmental decisions across NSW. The Team Leader will lead a diverse team responsible for high-quality customer support, managing regulatory map review processes, and ensuring the timely provision of environmental spatial information. The role involves improving customer experience through evidence and feedback, ensuring alignment with legislative requirements, and collaborating with technical specialists, data custodians, co-regulators, and government partners. It offers an opportunity to lead a team combining customer service, community engagement, and technical review functions to support environmental protection, informed decision-making, and sustainable land management.

Requirements

Experienced people leader with a strong customer service mindset.
Proven ability to manage complex workflows, competing priorities, and high-volume enquiries.
Experience leading teams in customer-facing environments.
Successfully implemented case management processes that deliver consistent, transparent, and high-quality outcomes.
Ability to build productive relationships with a range of stakeholders.
Ability to navigate complex issues, influence positive outcomes, and maintain a strong focus on customer needs.
Experience interpreting and communicating technical, scientific, or regulatory information to diverse audiences.
Strong communication skills.
Sound judgement.
Collaborative leadership style.
Ability to drive continuous improvement.
Ability to support team's development.
Ability to deliver results in a dynamic and evolving environment.
Degree qualifications in environmental and/or social sciences and/or relevant experience.

Nice To Haves

Knowledge of spatial mapping.
Knowledge of environmental data.
Knowledge of regulatory frameworks.
Knowledge of related service delivery environments.

Responsibilities

Lead a high-performing team delivering customer services, regulatory map reviews, and environmental spatial data.
Deliver high-quality customer support.
Manage regulatory map review processes.
Ensure the timely provision of environmental spatial information to landholders, government agencies, and other stakeholders.
Improve customer experience by using evidence, feedback, and insights to drive service enhancements.
Ensure services remain aligned with legislative and regulatory requirements.
Collaborate closely with technical specialists, data custodians, co-regulators, and government partners.
Support the ongoing maintenance and review of NSW regulatory maps and environmental datasets.
Contribute to outcomes that support environmental protection, informed decision-making, and sustainable land management.