Director Customer Services

Do you want your work to make a difference for NSW
Working to protect the states environment and heritage.

An exceptional opportunity to shape the future of customer experience and service delivery for Heritage NSW while contributing to the protection and celebration of the states unique heritage for future generations

• Government wide EOI
• Temporary full-time (35 hours per week) opportunity until 30 April 2027
• Parramatta Office location or upon negotiation across NSW hybrid working supported
• Senior Executive Band 1
• Salary relative to experience and ranges from $218617 to $243563 TRP

Our Heritage NSW team is currently seeking to appoint a Director Customer Services to lead the delivery and transformation of customer-focused services that support the conservation protection and celebration of NSWs rich heritage and Aboriginal cultural heritage. As a key member of the Heritage NSW leadership team you will drive customer excellence operational performance and strategic business services while contributing to outcomes that benefit communities across the state.

Reporting to the Executive Director Heritage NSW the Director Customer Services leads a multidisciplinary team responsible for customer service delivery ministerial and executive correspondence communications grants administration business support services and the Heritage Management System. You will champion a customer-centric culture by enhancing service delivery channels leveraging data and technology to improve customer experiences and leading complex projects and organisational change initiatives. Working closely with government industry community groups local councils and Aboriginal stakeholders you will play a pivotal role in strengthening engagement improving operational effectiveness and delivering high-quality heritage outcomes for NSW

About You

To be successful in this role you will bring:

• Demonstrated experience leading high-performing customer service business operations or service delivery functions within a complex and politically sensitive environment.
• Proven ability to develop and implement customer-focused strategies that improve service delivery stakeholder experience and organisational performance.
• Experience leading multidisciplinary teams fostering a culture of accountability collaboration and continuous improvement.
• Strong program and project management capability with a track record of delivering organisational change and transformation initiatives.
• Exceptional stakeholder engagement and influencing skills with experience working across government executive ministerial and external stakeholder groups.
• Strong financial business planning and resource management expertise including budget oversight and operational governance.
• Excellent communication skills with the ability to provide strategic advice prepare high-quality briefings and manage complex issues with confidence.
• Knowledge of or the ability to quickly acquire knowledge of the legislative and policy frameworks governing heritage and Aboriginal cultural heritage in NSW.

Essential Requirements

• Tertiary qualifications and/or extensive experience in relevant field
• Drivers Licence and ability to travel as required

For more information read the full Role Description: Director Customer Services

Who we are

The Department of Climate Change Energy the Environment and Water(DCCEEW) works to protect the states environment and heritage. It leads the way on climate change driving the sustainable transition to a net zero economy powered by affordable reliable and clean energy.

DCCEEW conserves and protects the states natural environment. It manages the NSW national park estate including its rich and diverse biodiversity and Aboriginal cultural heritage for future generations.

DCCEEW also ensures sustainable management of water resources across the state to support the environment communities and industry.

We acknowledge the ongoing custodial responsibilities of the Aboriginal peoples of NSW to care for Country and water and are committed to establishing meaningful partnerships with Aboriginal peoples in the management of the environment.

To Apply

If excited by the information above we look forward to receiving your application including a copy of your resume and cover letter expressing your interest and suitability for the role.

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.

Applications close Sunday 4th October 2026 at 11:55PM.

Should you require further information about the role please contact Sam Kidman via or on.

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.

Our goal is to build a workforce that not only represents but also understands and serves the diverse communities of New South Wales. We are committed to making our state a vibrant and inclusive place to live work and thrive for everyone. Our workforce represents people of all ages and genders Aboriginal and Torres Strait Islander people people with disabilities the LGBTQI community and people from diverse ethnic and cultural backgrounds.

Looking for more information or assistance in applying

• Our commitment to a diverse and inclusive workplace.
• How we encourage and support people with disability
• Information and adjustments for individual needs for the recruitment process and the workplace.

If you require an adjustment for your application process please contact our Talent Acquisition Team by emailing or contacting (Stacey Cooper) on(please mention reference number 552979).

If you are an Aboriginal or Torres Strait Islander use our Aboriginal applicants guide to assist with applying for roles or our Aboriginal Career pathways team at for a yarn.

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