Cassandra Gibbens has more than 20 years experience in the NSW public sector. Prior to joining Service NSW, Cassandra worked in the areas of human resources, industrial relations, strategy, planning and project roles in Transport for NSW and Revenue NSW.
As the Executive Director of the Service NSW Customer Care & Business Bureau, Cassandra is responsible for delivering the customer care program for individuals and businesses through the following:
- Service NSW Business Bureau frontline services
- Council agency customer care services
- Implementation of the Charter for Small Business including small business policy advice
- customer care stakeholder and engagement activities
- customer care advisory services
- disaster preparation and recovery
- digital customer care, including grants and rebates
Cassandra joined the former Service NSW Business Bureau in March 2022 which became the Service NSW Customer Care & Business Bureau Division in March 2024. Under her leadership, the teams work together to deliver compassionate, coordinated support to individuals and businesses, including during times of crisis and disaster.
Previous experience
Cassandra joined Service NSW in 2014 and was responsible for leading and implementing the People and Culture strategy to establish Service NSW service centres across NSW. She then took on the role of Director Service Centres in Service Delivery leading the Service Centre Metropolitan network which covers all service centres between Central Coast, Nowra, and Springwood. She was the executive sponsor of the customer care program started in response to the 2019/20 bushfires, which won the Premier’s Award 2020 under the category, ‘Putting the Customer at the Centre’.