Registry Lead Officer Certificates

Registry Lead Officer Certificates

• Grade Clerk 5/6 Remuneration: $102,936 - $113,579pa, plus superannuation and leave loading
• Opportunity Type: Temporary Full-time (18 months)
• Location: Principally office based in Pyrmont, Sydney with hybrid working arrangements of 5 days on site every fortnight

About us

The NSW Registry of Births, Deaths and Marriages is an agency within the NSW Department of Customer Service. The Registry was formed in 1856 to register life events in NSW accurately and securely for all time. It exists to enact the Births Deaths and Marriages Registration Act 1995 and the Relationships Register Act 2010.

Website: https://www.nsw.gov.au/departments-and-agencies/births-deaths-marriages

About the role

The role is within the Certificate Production Services team responsible for reviewing, assessing and finalising the paper-based applications received by the Registry. The person in this role will provide leadership and support to the team, ensuring applications are processed accurately. The role also involves managing escalated matters, providing timely updates and responding to enquiries with professionalism, empathy and a strong customer service focus.

Your responsibilities will include:

• Lead and coordinate the team to ensure paper-based applications are processed on time, certificates are issued accurately within established service standards.
• Provide guidance, coaching, and support on complex applications, helping to build team capability and enhancing team knowledge and performance.
• Review and resolve escalated cases and communicate outcomes to applicants and identify learning opportunities to minimise recurring issues.
• Assess all applications in accordance with policy requirements, exercising sound judgement to make fair and consistent decisions.
• Engage with key stakeholders and contribute to projects, providing operational expertise, input and approvals where required to support successful outcomes.

To be successful in this role, you will demonstrate:

• Proven experience in leading and supporting teams to achieve operational targets while maintaining a high level of accuracy and customer service.
• Strong ability to assess complex applications, interpret policies and procedures and make sound, informed decisions.
• Excellent communication and stakeholder engagement skills, with the ability to manage customer enquiries and escalated matters professionally and effectively.
• Ability to coach, mentor and support team members, building capability and promoting a collaborative and high-performing team environment.
• Strong organisational skills, with the ability to manage competing priorities, meet deadlines, and adapt to changing business needs.

Closing date: Thursday, 10th September 2026 (9.59am)

What we need from you:

Please include answer to the following question with your cover letter:

Implementing a process change (no more than one page)

A business-wide process change has recently been introduced in the Registry. This change includes the introduction of new application forms and a reduction in customer identification requirements from three forms of identification to two.

Question:
How would you plan, coordinate and monitor the implementation of this change in your team?

In your response, please explain:

• How you would communicate the change to your team
• How you would ensure staff understand and apply the new requirements correctly
• What tracking and measurement mechanisms you would implement
• What actions you would take to address issues, provide ongoing support and ensure successful implementation of the new process

Please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages).

In your cover letter please share your motivation for applying for this position and your relevant skills.

A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.

For enquiries regarding this position and recruitment process, please contact Justyna Klap via ••••@customerservice.nsw.gov.au

Click Here to access the Role Description . For enquiries relating to recruitment please contact Justyna Klap via ••••@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.

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 •••• •130 or ••••@customerservice.nsw.gov.au.

For more information, please visit

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Information on adjustments available for the recruitment process