Assistant Advisor - Workforce Management

Assistant Advisor - Workforce Management
Division: Revenue NSW -  Fines & Debt Division in the Operational Support team
Employment Type: Ongoing, Full-time
Clerk Grade: 5/6
Salary: $102,936 - $113,579 + Superannuation
Location: Various - Parramatta, Gosford, Maitland, Lithgow or Wollongong
Applications Close: Monday 7th of September 2026 [at 9:59am]

About Revenue NSW
Revenue NSW is the state’s principal revenue management agency and forms part of the Department of Customer Service. Our purpose is to contribute to a prosperous, safe and fair society by resolving fines, administering grants, and undertaking debt recovery activities.

About the team
Operational Support are a team of diverse Subject Matter Experts. The team support Fines & Debt through detailed workforce management & support, telephony/Genesys Cloud management and end-to-end system support of on-premises Customer Relationship Management systems.

Your day-to-day
As a Workforce Management (WFM) Assistant Advisor, you are responsible for ensuring the right people are in the right place at the right time to meet customer and business demand. Day-to-day, this involves monitoring staffing levels, managing schedules and roster changes, analysing workforce performance, and identifying risks to service delivery. You collaborate closely with operational leaders to balance customer outcomes, employee experience, and operational efficiency, using workforce data and insights to support informed decision-making. You also play a key role in maintaining workforce systems, producing reporting, and driving continuous improvements to planning and scheduling processes.

To be successful in this role you will demonstrate:

• Demonstrated and applied knowledge of workforce planning and management methodologies and reporting principles.
• Experience using workforce management software and applications.
• Ability to demonstrate strong analytical and data interpretation skills, with the ability to translate data into actionable insights and recommendations.
• Thrive in a busy work environment with strong critical thinking skills.
• Strong problem-solving skills.
• Ability to manage self and deliverables around multiple projects with conflicting priorities and timelines.
• Ability to work on a 7am to 7pm rotation.

How to apply
Please submit an up-to-date resume and a brief cover letter outlining how your skills, experience and capabilities align with the requirements of the role.

For role-related queries, please contact Gian Rutherford at Gian.Rutherford@revenue.nsw.gov.au 

Working at DCS 

• 35-hour working week, with opportunities for flex leave where additional hours are worked 
• Revenue NSW is proud of our diverse and regional teams. We welcome flexible, hybrid working arrangements with your office location at one of our many Revenue NSW working locations https://www.nsw.gov.au/departments-and-agencies/customer-service/dcs-building-access (subject to approval and availability) 
• Learning tools are available for ongoing professional development 
• Health and wellbeing programs 

Who we are
By putting the customer at the centre of all programs and initiatives, we are transforming the way government interacts with the people of NSW. Our services are designed so that everyone can access and interact with them in a meaningful way.

 DCS is focused on delivering customer service, digital transformation and regulatory reform to more than 8 million people.

 From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.

If you are successful in progressing through the application process, you may be asked to an interview and additional assessments. The successful candidates will be subject to pre-employment checks including a criminal history check, entitlement to work check, and reference checks.

Salary Grade 5/6, with the base salary for this role starting at $102,936 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Amber Ellis via Amber.Ellis@customerservice.nsw.gov.au.

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: Monday 7th of September 2026 [at 9:59am]

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 csrecruitment@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process