Advisor, Practice Development & Continuous Improvement Clerk Grade: 7/8 Employment Type: Ongoing, Full-time Location: Sydney CBD (McKell), Parramatta (4PSQ) or Gosford. Other NSW Fair Trading locations may be considered. Office attendance required 2–3 days per week. Division: Regulatory Education and Strategic Priorities team, NSW Fair Trading This role sits within the NSW Fair Trading Division in the Regulatory Education and Strategic Priorities team. An exciting opportunity has arisen within NSW Fair Trading for an Advisor, Practice Development & Continuous Improvement. We’re seeking a motivated individual with experience supporting continuous improvement initiatives and developing best practice operational approaches. You will contribute to improving service quality, compliance, and efficiency by supporting the design, implementation and improvement of standardised practices, tools, and guidance. Be Part of the Future of Fair Trading NSW Fair Trading is working to ensure safe marketplaces for goods, services and homes in NSW. At NSW Fair Trading, we’ve been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we’ve built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive. We’re creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve. This next phase brings new and exciting opportunities to join us in shaping “the new way” — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW. If you’re someone who: • Thinks deeply about the needs of people and communities • Is motivated by great outcomes, not just processes, and • Wants to be part of an organisation that’s transforming how regulation works — …then there’s a place for you in our future. Join us as we build a Fair Trading that’s fit for the future — one that’s customer-centred, evidence-driven, and proudly focused on public value. About the Role What You’ll Do • Support the delivery and continuous improvement of consistent operational practices across the organisation. • Support the development of practice documentation such as SOPs, guides and visual tools to support compliance and effective service delivery. • Coordinate Communities of Practice (CoPs) to enable collaboration, knowledge sharing, and continuous improvement. • Conduct research to inform compliant, fit-for-purpose processes aligned with organisational priorities. • Support stakeholder engagement and prepare materials, reports, and communications to enable effective collaboration and informed decision-making. To Be Successful in This Role You Will Have • Strong experience in process improvement, operations, or organisational support. • Excellent communication and documentation skills. • Proven ability to manage multiple priorities and deliver high-quality work within deadlines. • Demonstrated collaborative approach with stakeholders and teams. • Strong analytical skills and commitment to continuous improvement. Essential Criteria • Demonstrated ability to develop, implement and improve operational practices. • Proven experience coordinating documentation and stakeholder collaboration. • Excellent organisational, research and communication skills. Salary Grade 7/8, with the base salary for this role starting at $113,574 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Francis Wen via francis.wen@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. Closing Date: 11th March, 2026 (at9:59am) 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 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 francis.wen@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
