Introduction
The Manager Supported Customers and Outreach role at Revenue NSW leads services for people experiencing hardship and vulnerability in relation to fines and debt. The portfolio includes Supported Customers, First Nations customer support and community outreach across NSW. It combines leadership of a large, dispersed workforce with partnerships and service initiatives aimed at reducing the disproportionate impact of government fines and debts.
To plan how to apply for Manager Supported Customers and Outreach, prepare a cover letter of no more than two pages and a CV of no more than five pages. The letter needs to align your skills and experience with the focus capabilities in the role description. Choose leadership examples that show how you improved customer services, supported culturally diverse teams and made decisions about operational or field-work risks.
The manager reports to the Director, Customer Channels, with up to six direct reports and more than 50 indirect reports. The work covers both tightly scheduled customer-contact operations and outreach teams in regional and remote communities. Your application should show the scale of teams you have led and a clear understanding of the social and economic issues behind hardship and vulnerability.
View the official job ad and keep its application instructions open while you plan.
Manager Supported Customers and Outreach role snapshot
| Role | Manager Supported Customers and Outreach |
| Organisation | Revenue NSW, Department of Customer Service |
| Location | Any Revenue NSW location: Parramatta, Gosford, Lithgow, Maitland or Wollongong |
| Employment | Ongoing |
| Salary or remuneration | $154,231 to $178,369 plus superannuation, Clerk Grade 11/12 |
| Job ID | 603595 |
| Closing date | 9:59 am, Monday 19 October 2026 |
NSW Government application requirements
Use the two-page letter to demonstrate leadership of dispersed teams, culturally responsive service and better outcomes for customers experiencing hardship. Let the CV establish the scale of your responsibilities.
Application requirements for Manager Supported Customers and Outreach
- CV, maximum five pages
- Cover letter, maximum two pages, aligning relevant skills and experience with the role description’s focus capabilities
Read the role description’s focus capabilities alongside the application instructions. Keep the letter within two pages and the CV within five pages, using leadership evidence relevant to hardship, culturally safe service and regional outreach.
Role conditions and qualifications
- Office location can be Parramatta, Gosford, Lithgow, Maitland or Wollongong
- Flexible hybrid arrangements are subject to approval and availability
Candidate evidence for Manager Supported Customers and Outreach
Lead Revenue NSW’s supported-customer, First Nations and outreach services, developing people, partnerships and service initiatives for customers experiencing hardship and vulnerability. The evidence areas below help you choose examples for that work.
| Requirement or evidence area | How to demonstrate it |
|---|---|
| Understanding systemic hardship and vulnerability | Explain how social and economic issues informed a service decision or initiative, including the effect on the people using it. |
| Cultural competence and inclusive leadership | Show your experience leading Aboriginal and culturally and linguistically diverse employees and how you supported respectful, culturally safe work. |
| Large, geographically dispersed team leadership | State the team size and locations, then explain the coaching, mentoring or management decisions that improved performance. |
| Communication for different audiences | Describe written material you prepared for staff, customers, leaders or partners and how you adapted it to support a decision or action. |
| Strategic government and community partnerships | Explain a partnership you built, the shared purpose and how it improved access, service delivery or customer outcomes. |
| Customer-service initiatives | Show how you designed, implemented and monitored a service initiative against customer needs and expectations. |
| Innovation and risk judgement | Describe a problem you addressed, the risks you identified and the controls or changes you used in an operational or field-work setting. |
| Business outcomes and strategic delivery | Connect your management decisions to a measurable service or organisational result and explain how you monitored progress. |
Example application structure for Manager Supported Customers and Outreach
Provide a CV and a cover letter explaining how your experience aligns with the role description’s focus capabilities. The maximum is five pages for the CV and two pages for the letter. The outline below groups the service, people, partnership and risk evidence so the letter can stay within its limit.
| Application section | What to include |
|---|---|
| Opening and leadership scale | Introduce the size, geographic spread and customer-service context of the teams you have led. |
| Hardship and culturally safe service | Explain how your understanding of vulnerability shaped a service and how you supported Aboriginal and culturally diverse employees or customers. |
| People leadership and communication | Show the coaching, management and communication practices you used to improve performance across locations. |
| Partnerships and service initiatives | Describe a government or community partnership and the initiative, monitoring and customer outcome it supported. |
| Innovation, risk and strategic results | Explain a difficult operational or field-work decision, the controls you used and its effect on strategic goals. |
| Closing | Connect your examples to the focus capabilities and the leadership needed across supported-customer and outreach services. |
Before you submit
Check the two-page letter and five-page CV limits and compare the letter with the official focus capabilities. Make team scale, cultural competence and the effect on vulnerable customers explicit. Confirm the office arrangement and submit before 9:59 am on 19 October, which is a morning deadline.
Return to the official vacancy for the final document and deadline check.
Help with your Manager Supported Customers and Outreach application
If you want help organising your own evidence and preparing the written documents, request application support from Team 3Thirty. Bring the vacancy and your current CV so the application can address the work you have actually done.