Director Customer Channels

• Oversee the front door team to Revenue NSW supporting the NSW community as they navigate some of their most complex and sensitive customer challenges.
• Exciting Ongoing employment opportunity.
• Total remuneration package starts from $233,641.
• Based in either Parramatta, Wollongong, Lithgow, Maitland or Gosford – Ability to travel to all locations is required.

About the role

Revenue NSW is seeking an inspiring and innovative individual to lead our Customer Channels function within Fines & Debt - An area with 2 direct reports and over 150 frontline specialists delivering high‑volume, high‑complexity customer care across telephony and supported customer services. As the face of fines and debt resolution in NSW, our Customer Channels teams help people navigate some of life’s most challenging moments, from financial hardship to complex community needs.

As Director Customer Channels, you will:

• Lead the strategic design and delivery of Revenue NSW’s customer care ecosystem—across telephony, supported customers, and outreach services.
• Oversee a dynamic, highly scheduled environment delivering seamless service for millions of NSW residents.
• Shape how we engage with diverse communities such as culturally and linguistically diverse customers, young people, and those experiencing hardship.
• Drive new approaches that improve the way customers resolve fines and debt, including alternative pathways for vulnerable people.
• Partner closely with key stakeholders including Legal Aid, Department of Communities & Justice, youth and multicultural advocates, and various Ministers offices.
• Lead major technology uplift programs including our Genesys contact centre platform, IVR optimisation, and opportunities in AI‑enabled service delivery.
• Build and inspire a large workforce of managers, contact centre teams and supported‑customer specialists.

We’re seeking a motivated individual who possesses:

• Deep experience leading large, high‑volume customer facing or contact centre operations, ideally with telephony exposure.
• Strong influencing and communication skills comfortable engaging with both internal and external stakeholders.
• The ability to harness data and insights to improve service quality, escalate systemic issues, and drive better social outcomes.
• Strong technological fluency to work with platforms such as Genesys, Cisco, NICE CX and emerging AI‑driven solutions.
• A people‑first leadership approach that empowers teams, builds capability and lifts performance.
• A passion for inclusive service design and a track record supporting vulnerable, multicultural or diverse communities.
• If you are a strategic and people‑centred leader who thrives in complex customer environments – Apply Now!

About Us

Revenue NSW is a division of the Department of Customer Service. Our purpose is to contribute to a prosperous, safe, and fair society by collecting taxes and duties, managing fines, administering grants and recovering debt. We are part way through an ambitious transformation in culture, service delivery and digital.

To learn more about Revenue NSW, click here.

Your application should include an up-to-date CV which clearly details your relevant skills and experience to this position. A cover letter is not mandatory but please include it in the same document as your CV if you wish to provide one.

Click Here to access the Role Description. For enquiries relating to recruitment please contact Andrew Vouthivong via [email protected].

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: Wednesday 1 July 2026 (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 want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact [email protected].

For more information, please visit

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Information on adjustments available for the recruitment process