Advisor

Clerk Grade: 7/8
Employment Type: Full time, Ongoing
Location: Hybrid opportunity, located in Lithgow. It is expected that you will work principally from the office as per DCS policy.

This role sits within Revenue NSW in the Process and Recoveries Stream.

About the team

The Process and Recoveries stream support three operational teams with a large variety of work queues and emphasis on improving the end-to-end experience and overall outcomes for customers with a focus on system optimisation, streamlined processes and increased functionality.

The role will support the State Debt Recoveries Team in the delivery of business-related projects and initiatives, drive quality outcomes, manage data analysis and implement operational change.

Your day-to-day

• Collaboration across Operations to increase awareness of business process (closely working with other teams to improve processes)
• Support the delivery of key initiatives across a broad portfolio of complex projects that will deliver on the Organisation’s priorities
• Managing complex, sensitive information and consultations and building trust with diverse stakeholders and partners within agreed timeframes, considering their varying expectations, viewpoints and interests
• Share information across teams and units to enable informed decision making
• Tailor communication to diverse audiences
• Support research and recommendations from data and customer insights to support evidence-based operational planning and decision making 
• Ensuring all operational activities adhere to relevant compliance standards, policies, and procedures through regular monitoring, documentation, and reporting
• Maintain comprehensive and up to date knowledge of legislation, policies, procedures and business rules
• Contribute to change through continuous improvement and innovation.

To be successful in this role you will demonstrate:

• You possess an inquiring and investigative mindset and show evidence of critical thinking and problem solving.
• You have excellent collaboration and communication skills; be willing to listen to varying views from multiple stakeholders and develop workable solutions.
• You possess excellent written and verbal communication skills with a high level of attention to detail
• A proven ability to manage conflicting priorities, working to deadlines and be empathetic towards operational demands 
• Demonstrating experience in supporting high profile and complex business projects or initiatives with cross functional stakeholders 
• Demonstrating your ability to maintain stable performance under pressure and/or opposition (such as time pressure, ambiguity, uncertainty, and stakeholder resistance)
• Ability to understand and interpret the Legislation under which we work
• Critical thinking skills to work through challenging situations and seek alternatives to resolve complex issues

About you: 

• An analytical thinker who can think outside the box to solve complex problems. 
• A flexible worker who can adjust their capabilities to suit a variety of stakeholders. 
• A trusted source of expertise in reading, interpreting and applying legislation and business rules.
  Thrives around people, working towards collaborative relationships with internal and external stakeholders. 
• A strong background or ability to interpret the State Debt Recovery Act and Fines Act 1996.

To Apply  
Please submit your resume (4 pages max) and cover letter (2 pages max) outlining your suitability for the role.

Salary Grade 7/8, with the base salary for this role starting at 116,981 base plus superannuation.

Click Here to access the Role Description  For enquiries relating to recruitment please contact Thomas Ting-Shelley via thomas.ting-shelley@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: Friday 11th of September 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.

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