Regulatory Operations Officer

at NSW Department of Customer Service
Published June 3, 2023
Location Sydney, Australia
Category Admin and Clerical  
Job Type Full-time  


Regulatory Operations Officer NSW Department of Customer Service location Sydney. $89707 - $98982 p.a.

Be part of a dynamic and responsive team to help improve experiences for the people and businesses of NSW. A great opportunity to take the next step in your regulatory career. A competitive salary with flexible working arrangements available. Our Commitment to Diversity & Flexibility. We are committed to diversity, inclusion, and new ways of working.

The Department of Customer Service serves all the people of NSW, and we want to reflect that diversity in our people. We welcome and encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse groups, the LGBTIQA+ community, veterans, carers, refugees, people in regional NSW and people of all ages. We strive to be an inclusive workplace where all our people can bring their authentic selves to work without judgement.

We understand that there are different ways of getting the job done and offer flexible working arrangements where and when possible. This is an opportunity for an ongoing position. The roles can be based from any DCS hub location with flexible working arrangements available. Travel to Parramatta will be required.

About us the Licensing & Funds stream within Better Regulation Division (BRD) delivers a diverse range of regulatory schemes to enable individuals, businesses, and organisations to operate in NSW while assuring the community that the requirements of the law are being met. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.Exciting opportunities are available as a Regulatory Operations Officer within Building, Business and Workplace Safety (BBWS) Licensing, or in similar roles within Licensing and Funds, Better Regulation Division.

The Regulatory Operations Officer will assess, review, or determine registration applications, undertake quality assurance checks and internal reviews, and will play a vital role on a wide range of matters, including those requiring complex analysis and specialised knowledge.

To shine in this role, you will have a can-do attitude and a passion for customer service, and experience in building a culture of continuous improvement. Be flexible, show initiative and respond quickly when situations change. Have the ability to adapt, be fluid and positive in a team environment.

Thrive in a busy work environment while also supporting colleagues to achieve their outputs, and pride yourself on attention to detail and possess the ability to meet deadlines. Have the ability to quickly acquire and apply technical and specialist knowledge for licence and registration outcomes and be able to proactively manage customer expectations in a specialist environment. Possess outstanding organisational and time management skills and the ability to prioritise accordingly.

This role is responsible for facilitating appropriate customer outcomes by applying relevant knowledge, legislation, regulations, and procedures. Responding to complex enquiries and/or a broader range of escalated enquiries from external and internal clients/customers according to service standards.

Coaching others to complete related tasks and achieve service standards. Provide reconciliation and administrative services, respond to enquiries, and complete a range of processing activities with accuracy and efficiency. Develop and maintain specialised knowledge, techniques, and skills to deliver a high-quality service.

Reviewing and analyse work volumes, report new or emerging issues or trends, and contribute to changes and strategies to achieve business outcomes. Ensuring all customer enquiries, complaints and issues are accurately captured and authorised policies and procedures are adopted for triage, resolution, referral or escalation.

Drop files here browse files ...