Together we shape thriving communities, public spaces, places and economies. Senior Customer & Communications Officer Ongoing Full Time Opportunity Office location – Parramatta, other locations considered Salary relative to experience and ranges from $129,464 to $142,665 super Cemeteries & Crematoria NSW (CCNSW) is a statutory authority committed to ensuring dignified, respectful, and sustainable interment practices across New South Wales. We regulate the interment industry, uphold community standards, and support transparency and accountability in cemetery and crematoria operations. The role The Senior Customer & Communications Officer leads a team to deliver customer and communications services to the public, stakeholders and interment sector operators. The role manages and resolves complaints and enquiries, manages the Customer Relationship Management system Salesforce by allocating and referring cases, and provides internal and external advice on interment and regulatory matters, and assesses licence applications. Key Responsibilities; Lead a team to manage complex enquiries and complaints, ensuring timely resolution and adherence to policy Provide expert advice to improve customer service and communication effectiveness Establish and maintain robust systems for stakeholder records and databases, ensuring data integrity and accessibility Monitor and report on service and communication outcomes to drive future improvements Oversee the creation and delivery of clear, engaging content across written, visual and audio formats Assess licence applications and liaise with operators to resolve licensing queries and concerns Build strong stakeholder relationships to support issue resolution and project success This is a rare and exciting opportunity to become part of a small, dynamic Agency that thrives on collaboration and a shared commitment to making a meaningful impact in a sensitive and essential sector. Every day, we bring enthusiasm and dedication to everything we do - whether it's solving complex challenges or simply supporting one another. For more information read the full Role Description: Senior Customer & Communications Officer What you will bring to the role Strong working knowledge of the Cemeteries and Crematoria Act 2013 and the Interment Industry Scheme or relevant experience in legislation and regulation Demonstrated adaptability and resilience in managing high-pressure workloads Experience with Salesforce, including system and structural improvements Proven ability to develop and implement effective processes and guidelines Excellent written and verbal communication skills A collaborative mindset and commitment to public service Essential requirements Relevant qualifications, and/or demonstrated equivalent knowledge, skills and experience in communications, customer engagement, public relations or related disciplines. What’s in it for you? Join our team for a fantastic culture with dynamic collaboration and genuine long-term career support . We offer flexibility in work arrangements , diverse and fulfilling assignments, and prioritise work/life balance and wellbeing with initiatives like flex leave and access to support programs. Additionally, we are committed to fostering a diverse and inclusive workplace where everyone feels welcome, respected, and empowered to succeed. About us The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. To achieve this, we: create vibrant, productive spaces and precincts; manage lands, assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing, world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people, communities and entities. We are an inclusive and accessible workplace, where your individual contributions are valued, and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups, practices flexible working, offers job share and workplace adjustments. Join us We look forward to receiving your application, including a copy of your resume and cover letter expressing your interest and suitability for the role. Applications close 11:55pm, 10th September 2025 Should you require further information about the role please contact Andrea Kubin via andrea.kubin@dpie.nsw.gov.au A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months. Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment. We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via talent.acquisition@dpie.nsw.gov.au or (02) 63637676 - HR Support, option 2, DPHI People Advisory, option 1, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'. Check out our Aboriginal applicants guide to assist with applying for the role or contact our Aboriginal Career pathways team for a yarn
