Manager - Supported Customers and Outreach

About the role

The Manager, Supported Customers and Outreach leads the Supported Customers and Outreach teams within Revenue NSW’s Fines and Debt division. Reporting to the Director, Customer Channels, you will oversee up to six direct reports and more than 50 indirect reports across multiple locations.

Key responsibilities

• Provide strategic oversight for the Supported Customers, First Nations, and Outreach teams, ensuring quality and timely services.
• Manage staff issues in high‑volume contact environments and address risks associated with regional field work.
• Form strategic partnerships with government and community organisations to develop initiatives that reduce hardship caused by fines and debt.
• Make real‑time decisions, maintain ethical standards, and stay current with legislative and policy changes.

Required profile

• Understanding of social and economic issues that create systemic hardship and vulnerability.
• Demonstrated cultural competence and experience leading diverse, including Aboriginal and CALD, teams.
• Proven ability to lead large, geographically dispersed teams and build high‑performing cultures.
• Excellent communication skills for preparing clear written materials for varied audiences.
• Strong customer service experience with a track record of creating and monitoring service initiatives.

What we offer

• 35‑hour work week with flexible leave options.
• Hybrid working arrangements across Revenue NSW locations.
• Access to learning tools for ongoing professional development.
• Health and wellbeing programs.