Manager Supported Customers and Outreach

Manager, Supported Customers and Outreach – Fines and Debt
Division: Revenue NSW
Clerk Grade: 11/12
Salary: $154,231 - $178,369 + Superannuation
Employment Type: Ongoing
Location: Any Revenue NSW location (Parramatta, Gosford, Lithgow, Maitland, Wollongong)
Applications Close: Monday the 19th of October 2026 [at 9:59am]

About Revenue NSW
The Manager, Supported Customers and Outreach role sits within the Fines and Debts division at Revenue NSW. We are the state’s principal revenue management agency and are a part of the Department of Customer Service (DCS). We manage taxes, fines, debts and administer grants in a fair, efficient and timely manner. Through this we give back to the community and fund essential State services for the people of NSW.

About the team
Join a team that is actively working to reduce the disproportionate impact of government fines and debts on people experiencing hardship and vulnerability. In this role, you will have strategic oversight over the following teams and programs:

• The Supported Customers team manages a range of forward-thinking programs including the Work and Development Order scheme, our financial abuse service, and our advocacy hotline. This team has a blended model including a high-volume customer contact and backend processing tasks.
• The First Nations Team is a customer support team that provides culturally safe services to Aboriginal customers who have fines and debts, with the goal of building trust. This team operates in a customer contact environment.
• The Outreach Team provides in-community support in regions across NSW, particularly those with high populations of Aboriginal and Culturally and Linguistically Diverse customers. The team is dispersed across NSW communities including Broken Hill, Walgett, Dubbo, Lismore, Port Macquarie, the Hunter, Central Coast, Nowra and Sydney.

Your day-to-day
Reporting to the Director, Customer Channels, you will be responsible for leading the Supported Customers and Outreach Team, with up to 6 direct reports and more than 50 indirect reports.

You will need to be an inspiring leader with demonstrated management ability focused on enabling quality and timely services to customers. You will need to manage staff issues that arise in a tightly scheduled customer contact environment, while also managing issues and risks associated with field work in regional and remote areas.

You will form strategic partnerships with government and community organisations and develop initiatives that tackle social issues that lead to fines and debt for vulnerable customers.

You will need to exercise judgement, make effective decisions in real time, and create a courageous culture based on ethical standards, keeping up to date with changes in legislation, procedures and policy.

To be successful in this role you will demonstrate:

• An understanding of the social and economic issues that impact communities and contribute to systemic hardship and vulnerability.
• Demonstrated cultural competence and experience leading diverse teams, including Aboriginal and Culturally and Linguistically Diverse employees, with a commitment to fostering an inclusive and respectful workplace.
• Proven experience leading large, geographically dispersed teams, with a strong track record of building high-performing cultures through effective coaching, mentoring and people leadership.
• Excellent communication skills, with the ability to prepare clear written materials adapted for a range of audiences.
• Demonstrated ability to build and maintain strategic partnerships with government and community organisations and leaders.
• Strong customer service skills, with experience creating, implementing, and monitoring service initiatives to meet customer expectations.
• An innovative mindset, with an ability to solve problems while identifying and mitigating risks.
• An ability to optimise business outcomes to ensure delivery of strategic goals.

What we need from you:
To apply, please attach a copy of your CV (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how your relevant skills and experience align with the focus capabilities in the role description.

For enquiries regarding this position, please contact Mathew Baker via mathew.baker@revenue.nsw.gov.au

Working at DCS

• 35-hour working week, with opportunities for flex leave where additional hours are worked
• Revenue NSW is proud of our diverse and regional teams. We welcome flexible, hybrid working arrangements with your office location at one of our many Revenue NSW working locations https://www.nsw.gov.au/departments-and-agencies/customer-service/dcs-building-access (subject to approval and availability)
• Learning tools are available for ongoing professional development
• Health and wellbeing programs
  

Who we are
By putting the customer at the centre of all programs and initiatives, we are transforming the way government interacts with the people of NSW. Our services are designed so that everyone can access and interact with them in a meaningful way.

DCS is focused on delivering customer service, digital transformation and regulatory reform to more than 8 million people.

From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.

Salary Grade 11/12, with the base salary for this role starting at $154,231 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Amber Ellis via Amber.Ellis@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 may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Monday the 19th of October 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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@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