Manager Customer Service

Do you want your work to make a difference for NSW

Working to protect the states environment and heritage.

• Ongoing full-time opportunity
• Office location: Parramatta (or other BCT office in NSW upon negotiation and availability). Hybrid working supported
• Salary relative to experience and ranges from $152677 to $167562 plus employers contribution to superannuation and annual leave loading

Join the Biodiversity Conservation Trust and play a key role in shaping how we deliver exceptional customer experiences that support the protection of NSWs natural environment.

This is a targeted role under GSE Rule 26 and people with disability (as defined inDisability Discrimination Act 1992) are encouraged to apply.

About the role

As Manager Customer Service you will lead and uplift the organisations customer service functiondriving capability systems and culture to deliver consistent high-quality support across multiple channels. Youll manage and develop a small high-performing team while partnering across the organisation to embed customer-centric practices and continuous improvement.

This is an exciting opportunity to influence how customer insights inform service design operational delivery and innovationensuring customers receive responsive effective and trusted support.

Key responsibilities

• Lead customer service operations including the service desk team
• Drive a culture of customer excellence and continuous improvement
• Analyse performance data to identify trends gaps and opportunities
• Collaborate across teams to build and enhance customer policies systems and procedures
• Coach and develop staff to achieve high performance and service standards.

About You

We are looking for someone who:

• Is a confident and values-driven leader with experience managing customer service or client-facing teams
• Brings a strong commitment to customer excellence and can embed a customer-centric culture across an organisation
• Can use data insights and feedback to identify trends solve problems and drive continuous improvement
• Is comfortable working in a complex environment balancing competing priorities and stakeholder expectations
• Has the ability to build strong relationships and collaborate effectively across teams and with external partners
• Demonstrates sound judgement initiative and the ability to translate strategy into practical outcomes
• Is passionate about developing people coaching teams and lifting capability

Key knowledge and experience

• Demonstrated experience leading customer service or client facing teams in a complex service delivery environment with a strong focus on service quality responsiveness and continuous improvement.
• Sound knowledge of contemporary customer service principles including customer journey design complaint handling and the use of customer insights and data to drive service improvements.
• Proven experience developing implementing and monitoring customer service standards procedures and performance measures to ensure consistent high quality service outcomes.

For more information read the full Role Description:Manager Customer Service

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.

The New South Wales Biodiversity Conservation Trust (BCT) is a not-for-profit statutory body established under Part 10 of the Biodiversity Conservation Act 2016 and managed by a Board appointed by the Minister for the Environment.

The Trusts roles are to support and encourage landholders to enter into agreements to conserve and protect biodiversity on private land guided by the governments Biodiversity Conservation Investment Strategy; secure biodiversity offsets when developers choose to pay into the Biodiversity Conservation Fund; and other activities that promote greater awareness of appreciation and understanding of biodiversity and the importance of conserving it.

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

Participation in the NSW Biodiversity Offsets Scheme (BOS) and the BCTs private land conservation (PLC) programs

The successful applicant for this role will be required to declare any conflict of interests related to the Biodiversity Offsets Scheme as defined in the Biodiversity Offsets Scheme Conflict of Interests Protocol. This ensures the department is made aware of potential conflicts of interest so they can be appropriately managed.

Where an applicant has a high-risk defined interest in the Biodiversity Offsets Scheme they may be required to divest this interest before being employed by the department.

If you think you might have a conflict of interest related to the scheme or you are unsure please discuss this with the hiring manager.

The Department is committed to protecting the public interest and public trust in the exercise of its functions. These values together with transparency and accountability are integral to the administration of the Biodiversity Offsets Scheme. For more information please contact the hiring manager.

The BCT also has restrictions on staff participation in its funded PLC programs. No additional funding beyond that already agreed to by the BCT may be sought or approved during time as a BCT employee or for a 12-month period following termination of employment.

If you (or a close family member) participate in the BOS scheme or already hold a funded agreement with the BCT and require further information before submitting your application please contact the hiring manager.

What we can offer you

The BCT is a great place to expand yourcareerand grow your skills and knowledge. Here are some of our benefits:

• A great friendly culture that cares about each other and the environment we work to protect
• Accrued days off in addition to Annual Leave
• Corporate wellbeing programs including the Fitness Passport
• A range of learning and development opportunities
• Hybrid flexible work arrangements

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 Wednesday 15^th July 2026 at 11:55PM.

Should you require further information about the role please contact Claire Parkes 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 Lila Snow on(please mention reference number 551121).

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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