Drive customer experience and operational excellence in a high-volume advisory environment Opportunity to lead SIRA’s largest workforce Public Service Senior Executive Band 1 opportunity based in Sydney or Gosford (flexible working arrangements available) Reports directly to the SIRA CEO and plays an active role on the Executive Leadership Team The Opportunity The State Insurance Regulatory Authority (SIRA) safeguards the people of NSW through the regulation of 3 schemes in NSW - workers compensation, compulsory third party (CTP), and home building compensation. These schemes provide an essential social safety net, protecting over 10 million people to make sure NSW insurance schemes protect the people who need them, now and in the future. As Director, Customer Support, you will lead SIRA’s largest operational team, responsible for delivering exceptional customer experience through a multi-functional advisory contact centre, online services, and specialist programs such as supporting families impacted by a road fatality. This role drives a whole-of-SIRA approach to customer experience, ensuring timely, accurate, and empathetic support for scheme participants while embedding continuous improvement across service delivery. You’ll manage a large, dispersed workforce, oversee rostering and resource planning, and lead the redesign of the contact centre environment to meet evolving customer needs. This is a unique opportunity to influence culture, champion innovation, and deliver programs that improve customer outcomes and operational performance. Key Focus Areas Customer Experience Leadership: Drive SIRA’s customer experience strategy, embedding customer-centric principles across all service channels. Operational Excellence: Oversee high-volume advisory services and online platforms, ensuring timely and accurate support for customers. Workforce Leadership: Manage and inspire a large team across multiple locations, fostering a culture of collaboration, responsiveness, and continuous improvement. Strategic Programs: Lead initiatives such as the redesign of the contact centre environment and improvements to frontline reporting processes. Stakeholder Engagement: Build strong networks across SIRA, government, and industry to deliver integrated solutions and enhance customer outcomes. The Leader We’re Seeking You are an experienced senior leader with a proven ability to manage large, complex service delivery environments. Your background includes: Leading customer-facing teams and driving operational transformation. Navigating complexity and delivering results in high-volume, multi-channel environments. Building collaboration across diverse stakeholders and influencing at senior levels. Championing a customer centred and continuous improvement culture. Strong communication skills and political nous to engage across government and industry. Personal Qualities: Highly responsive and delivery-focused. Strategic thinker with exceptional execution skills. Resilient and adaptable, with strong emotional intelligence. Authentic leader who inspires trust and engagement. Ready to Lead Customer Excellence? If you’re energised by the challenge of shaping customer experience and leading operational transformation in a high-impact regulatory environment, we want to hear from you. To Apply: Submit a combined document containing your CV and cover letter. In your cover letter, demonstrate how your leadership experience and customer service transformation capabilities align with SIRA’s strategic priorities. Click Here to access the Role Description . For enquiries relating to recruitment please contact Caitlin Birrell via dcs_executiverecruitment@customerservice.nsw.gov.au. Closing Date: Tuesday 13 January 2026 at 9:59am 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. 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 want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact dcs_executiverecruitment@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process
