Senior Workers Compensation Team Lead

Senior Workers Compensation Team Lead

Clerk Grade: Grade 9/10

Salary Range: $133,348 – $146,945 (plus superannuation)

Employment Type: Ongoing

Location: Goulburn - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.

Application Closing: Monday, 13 July 2026 [10:59am]

About this role

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.

We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.

What you will do

• Provide senior operational leadership across workers compensation services to ensure consistent, accurate and compliant service delivery outcomes.
• Manage complex, sensitive and escalated workers compensation matters to achieve timely, fair and well-reasoned resolutions.
• Lead continuous improvement initiatives to enhance efficiency, quality and risk management outcomes.
• Oversee team performance using service standards and operational data to drive sustainable service and customer experience outcomes.
• Ensure compliance with workers compensation legislation, policy and governance frameworks to meet statutory obligations and mitigate risk.
• Provide expert advice on the interpretation and application of workers compensation legislation and procedures.
• Build strong stakeholder relationships across government, insurers and service providers to resolve issues and deliver integrated outcomes.
• Develop leadership capability and workforce capacity to support high performance and future service delivery.

About You

• You are an experienced and confident leader with deep knowledge of workers compensation frameworks and a strong focus on operational excellence.
• Demonstrated leadership experience in workers compensation or insurance claims environments
• Strong understanding of NSW workers compensation legislation, policy and compliance requirements
• Proven ability to manage complex and escalated matters
• Experience driving continuous improvement and service delivery outcomes
• Strong analytical, problem-solving and decision-making capability
• Excellent stakeholder engagement and communication skills
• A commitment to delivering high-quality, customer-focused 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.

If you are on a Talent Pool at Grade 11/12 with another NSW government agency, please advise on your application .

Salary Grade 9/10, with the base salary for this role starting at $133,348 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 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, 13 July 2026 [10:59am]

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

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Information on adjustments available for the recruitment process