Senior Policy Officer

Located at Haymarket, Sydney, with hybrid working options available. Clerk Grade 9/10 starting from $133,348 - $146,945 + super p.a. base salary, dependent on experience. 5 x Temporary full-time positions up to 18 months. These roles sit in the Portfolio Policy and Cabinet, Policy; Strategy & Governance Group; within the Department of Customer Service. A talent pool may be created to fill other ongoing and temporary vacancies (full-time or part-time) within Portfolio Policy.

Are you passionate about working on reforms that positively impact the lives of people and businesses in New South Wales? Are you a strategic and critical thinker, strong communicator with exceptional stakeholder management skills and have experience working on public policy projects? Do you want to solve complex policy problems, make changes to legislation and work on other innovative policy related projects across digital innovation, data, customer-centric services and regulatory issues? If you answered yes to these questions, then this may be the role for you.

About The Opportunity:

The Department of Customer Service (DCS) is committed to championing the interests and perspectives of NSW citizens to deliver better customer service outcomes. It aims to deliver excellence in customer service and digital leadership and regulatory reform for the people of NSW. The Portfolio Policy team is a central policy team responsible for leading complex policy and regulatory reform across the DCS policy portfolio. It consists of the Regulatory Reform stream and the Digital, Data and Customer stream.

This is an opportunity to join a highly skilled team providing strategic policy advice to Ministers, the DCS Secretary and senior executives. You will have the opportunity to gain exposure to senior decision makers and play a role in shaping policy, strategy and legislation in the DCS Portfolio. Several temporary roles are available across the Regulatory Reform and Digital, Data and Customer streams. These roles are public policy roles (they are not customer service or administrative roles).

Depending on the role, you may have the opportunity to work closely with the DCS regulators including NSW Fair Trading, the NSW Building Commission and the State Insurance Regulatory Authority, or other agencies and business units within DCS such as Digital NSW, Office of AI and Service NSW.

In this role, you will:

• Lead or contribute to strategic policy work with Department or NSW Government impacts
• Research and analyse policy issues to support evidence‐based decision making and program management
• Support the development of legislation and other regulatory instruments
• Collaborate with and maintain relationships with key internal and external stakeholders, including through managing governance groups and committees
• Prepare Ministerial briefings, Cabinet submissions and policy or strategic advice
• Mentor and guide policy officers and support staff, helping to ensure an engaged and collaborative team culture

About You:

To be successful in this role, you will have:

• Strong research, critical thinking and analytical skills
• Demonstrated experience developing, implementing or evaluating evidence‐based public policy
• The ability to manage multiple tasks effectively, meet deadlines and deliver high-quality work
• Adaptability and ability to operate effectively in a complex, sensitive and changing environment, including ability to understand new tasks or subject matter quickly
• Excellent written and presentation skills
• Stakeholder management and negotiation skills
• Leadership skills, such as mentoring and supporting more junior team members
• A good understanding or experience of how government works, including Cabinet, legislative and Parliamentary processes.

Salary Grade 9/10, with the base salary for this role starting at $133,348 base plus superannuation. 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: Friday 28th August 2026 @10am

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 8*** or *************@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.

Be careful - Don't provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.