This is a Principal Investigator role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - mid level, senior More about the Principal Investigator role at NSW Department of Customer Service Principal Investigator Clerk Grade: 9/10 Employment Type: Ongoing, Full-Time Base Salary: $129,464 - $142,665 per annum plus Superannuation Location: Parramatta - Hybrid work arrangements. Office attendance required 2 – 3 days per week. An exciting opportunity has arisen within NSW Fair Trading for a Principal Investigator. Be Part of the Future of Fair Trading 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 regulations, 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 As the Principal Investigator, you will lead complex, intelligence-led investigations into alleged breaches of legislation and regulations administered by NSW Fair Trading. You will manage a small team of investigators, ensuring matters are investigated lawfully, efficiently, and to the highest professional standards, contributing to consumer confidence and fair market practices. While we want to hear from people who are passionate about fact-finding and problem solving and who have worked in investigative teams before, we also want to hear from candidates with investigative experience in different fields, including regulators, law enforcement, insurance investigators, audit and forensic accounting and investigative journalism. Your Responsibilities Will Include: Lead complex investigations to drive fair outcomes, including evidence gathering, interviews, and analysis. Ensure investigations are conducted lawfully and in accordance with relevant legislation, policy, and procedures. Prepare detailed reports, briefs of evidence and recommendations for enforcement or prosecution. Provide coaching and technical guidance to investigators to build capability and consistency. Collaborate with internal and external stakeholders to support coordinated enforcement activity. Drive continuous improvement in investigative methods and compliance outcomes. To be successful in this role you will demonstrate: Investigative expertise – Experience in conducting thorough and complex investigations Regulatory knowledge – Understanding of legislation, compliance, and enforcement Critical thinking – Strong analytical skills and sound decision-making Communication and negotiation – Ability to engage with a wide range of stakeholders and deliver outcomes Adaptability – Stay calm, impartial, and focused in high-pressure situations Relevant qualifications such as Certificate IV in Government Investigations (or equivalent) are preferred. When Applying Provide a cover letter (maximum 2 pages) and resume (maximum 5 pages) that outline your experience and how you meet the role’s key capabilities. Salary Grade 9/10, with the base salary for this role starting at $129,464 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Judy Torres via Judy.Torres@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: Tuesday, 2 June 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 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 Judy.Torres@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 Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading complex investigations Ensuring lawful investigations Preparing detailed reports Key Strengths Investigative expertise Regulatory knowledge Critical thinking Communication and negotiation ⚖️ Adaptability Coaching and technical guidance A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
