Job Description
Ready to make a splash in your career? WaterNSW is seeking an experienced Licensing Officer (Full-Time, Max-Term until April 2028) to join our Licensing Operations team.
Reporting to the Licensing Operations Team Leader, as a Licensing Officer you will play an important role in delivering licensing services and helping customers understand and navigate water licensing and approval requirements. You will manage a varied workload of licensing enquiries, applications and transactions, from assessing and validating applications through to processing customer requests and maintaining accurate licensing records. You will ensure matters are managed in accordance with relevant legislation, policies, procedures and WaterNSW requirements, while providing customers with clear, consistent and practical information about their licensing obligations.
No two days will be the same. This is a busy, fast-paced role where you will manage competing priorities, problem-solve and work towards customer service standards and timeframes, while maintaining a strong focus on accuracy and delivering a positive customer experience. This is an opportunity to work with an essential organisation creating a more sustainable future for the state. This role offers the flexibility to work around life, your contribution will be valued, and you’ll be supported to build a rewarding career.
Location: Albury or Narrabri is our preferred location for the role. However, we may be open to considering having the successful candidate to be based in Dubbo, Hunter Hub (Beresfield) or Tamworth.
Our Perks and Benefits:
At WaterNSW, we believe that our employees should be as well taken care of as our rivers, dams, and pipelines, that’s why we offer a load of benefits:
- Flexible working
- Option to work a 9-day fortnight at full pay on the Enterprise Agreement
- Up to 16 weeks paid parental leave
- Fertility leave
- Corporate wear allowance
- Professional development and educational assistance
- Access to remote area benefit packaging (based on work location)
- Salary starting from $82,127 base + 12% super
- And so much more!
Position Purpose:
To provide a streamlined point of contact for customers as well as processing applications and conducting administration activities, and maintain compliance with legislation and regulatory guidelines, whilst putting safety first.
What you'll do:
- Utilise policies and procedures to ensure applications are received, receipted, and validated accurately and in line with WaterNSW service standards.
- Manage workflow of applications, allocating applications to the correct area as per Assessment & Approvals team (A&A) procedures.
- Undertake administration activities to enable customers to secure and manage their water access licences and approvals in a manner consistent with legislation and WaterNSW standards.
- Prepare regular reporting as required to monitor and provide insights into the processing of applications and customer service standards.
Process applications to ensure compliance with regulatory requirements and WaterNSW standards, and provide reporting and insights to improve customer experience. - Work collaboratively with the A&A team to support effective change management process and leverage technology to improve performance standards and embed new ways of working in assessments and approvals.
- Resolve customer queries and complaints as the first point of contact for A&A, escalating issues where appropriate and in line with A&A procedures.
What we are looking for:
- Certificate III in Business or related discipline or equivalent experience.
- Experience delivering outstanding customer service in a high-volume, customer-facing environment, including providing support through phone and virtual channels.
- Demonstrated ability to build rapport with customers, respond to enquiries, and effectively manage and resolve customer concerns and conflicts.
- Foundational knowledge of regulatory and legislative frameworks and how to apply this in the workplace.
- Strong interpersonal and communication skills with a proactive, solutions-focused approach to problem-solving and willingness to learn and take on new challenges.
- Able to manage competing priorities, adapt to changing business needs, and effectively multitask in a fast-paced environment.
- Current NSW Drivers Licence.
- Nice to Have: Experience and skills working with mapping and geospatial tools and data.
Who we are:
WaterNSW operates the state’s dams, capturing and storing water, and then supplying it ready for distribution – for the environment, agriculture, industry and the community. With 41 major dams and hundreds of waterways across the state, we play a vital role at the source of the state’s water, delivering two thirds of all water used in NSW.
We’re the people taking care of the state’s water at the source – capturing, storing, delivering.
How we will support you:
At WaterNSW, we balance flexibility – and the way we work – with the needs of the business, our teams, and us as individuals. When it comes to working in an office, we work in a hybrid way. If you’re required to be in the field or on site, the benefits of flexibility can be achieved in other ways, such as through a condensed work week. We are proud to be a WORK180 Endorsed Employer and are committed to providing equal opportunities for women. Visit our WORK180 page to access our benefits and career development opportunities.
Our commitment & culture:
No matter how or where you work, safety is the number one priority. This means the physical and mental safety of you, your colleagues, and the public. WaterNSW is committed to building a workforce that reflects the diversity of the communities we serve. We strongly encourage Aboriginal and Torres Strait Islander peoples, Veterans, and people from all backgrounds to apply. We celebrate the unique perspectives, knowledge and lived experience you bring and are committed to ensuring an inclusive, supportive and respectful workplace for everyone. Find out more at waternsw.com.au.
For more information, please reach out to: Jasmine Choong on jasmine.choong@waternsw.com.au.
Please note applications for this position will close on Sunday 1st November 2026 at 11.59 pm.
You must have full work rights in Australia to qualify for all positions at WaterNSW.
We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.
Privacy and collection of your personal information
If you apply for a position via our website or recruitment@waternsw.com.au, WaterNSW may collect your personal information. Please visit WaterNSW’s Privacy Page to view the Careers Collection Notice for more information about how WaterNSW collects, uses, and discloses your personal information.
Products and Services: The water supplied by WaterNSW is used by more than 8 million people across NSW. Their customers range from small family businesses to farmers, irrigators, councils, utilities, industry and the environmental water holders like the State and Australian Governments who use water to protect ecosystems and keep rivers flowing. WaterNSW builds, maintains and operates essential infrastructure and provides customer support for water licensing and approvals, trades and billing.
Employment Opportunities: WaterNSW offers a diverse range of job opportunities, including roles in engineering, environmental science, project management, customer service, and administration. They seek passionate individuals who are committed to making a positive impact on the environment and community. With a focus on professional growth, WaterNSW provides employees with training, career development opportunities, and a supportive work environment.
Commitment to First Nation People: WaterNSW actively encourages Aboriginal and Torres Strait Islander people to join their team, offering a culturally supportive workplace where diversity is celebrated and Indigenous voices are valued in decision-making processes. They are proud to have made their first public commitment to better engage and build relationships with First Nations communities across the state through the development of a Reconciliation Action Plan (RAP), launched in March 2022. The WaterNSW RAP demonstrates their great appreciation for the knowledge and connection that First Nations people have with water and land, and their commitment to building, supporting and strengthening their partnerships with First Nations people across their operations.