This is a Assistant Workers Compensation Team Leader role with NSW Department of Customer Service based in Goulburn, NSW, AU NSW Department of Customer Service Role Seniority - mid level More about the Assistant Workers Compensation Team Leader role at NSW Department of Customer Service Assistant Workers Compensation Team Lead Clerk Grade:5/6 Salary Range: $99,938 - $110,271 plus superannuation and leave loading Employment Type: Ongoing full-time role Location: Goulburn NSW About Us Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW. About the team Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services. You will be working as part of a high performing specialised Workers Compensation Payments Team processing workers compensation payments across the department. What you’ll do As an Assistant Workers Compensation Team Lead, you will allocate tasks and provide support and guidance to other staff including on the job training, quality control and feedback when appropriate. The team is responsible for processing Workers Compensation claims and reimbursements in accordance with legislative requirements. You will be a role model and assist service officers to create a positive customer experience providing services, support and advice on workers compensation administration following existing policies and procedures. You will assist in developing team capability by sharing knowledge, supporting learning, and reinforcing performance expectations. You will foster a positive, collaborative, and inclusive environment that encourages trust and high performance. A key responsibility will be identifying and resolving disputes, navigating difficult conversations, and maintaining team morale. You will identify opportunities for improvement, implementing changes where required, provide training and support to service officers. About You The successful candidate should demonstrate strong capabilities in: Demonstrate resilience and strong time management by effectively prioritising workloads and maintaining performance under pressure. Handle challenging customer and stakeholder interactions and resolves complex issues efficiently and professionally. Flexible in responding to changing circumstances, new information or crisis. Actively foster staff engagement and capability development to build and sustain a high‑performing customer focussed team. Use digital tools and systems effectively to manage workloads, meet deadlines, and support business outcomes. What we need from you An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills. Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks. A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements. Salary Grade 5/6, with the base salary for this role starting at 99938 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Kylie Makkink via kylie.makkink@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, valid for 18 months, may be created for this position and used to fill future vacancies. Closing Date: 3 June 2026 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 kylie.makkink@customerservice.nsw.gov.au. 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 Allocating tasks Processing claims Fostering team morale Key Strengths ⏰ Time management Conflict resolution Digital proficiency Team leadership Adaptability Training and development A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
