As the Executive Director of the Service NSW Customer Care and Business Bureau division, Cassandra is responsible for leading the team in providing personalised, proactive relationship-focused support to individuals and small businesses in NSW. This includes disaster preparation and recovery assistance and dedicated small business support.
The team also develops innovative digital capability that connects customers with services, and works closely with government, non-government and industry bodies to create and deliver holistic, timely and connected services for customers.
Previous experience
Cassandra Gibbens has more than 20 years' experience in the NSW public sector. Having joined Service NSW in 2014 she was involved in establishing Service NSW Service Centres across the state.
She later held Director roles in People and Culture and Service Delivery and was the executive sponsor of a customer care program created in response to the 2019/20 bushfires. This program won the Premier’s Award 2020 for ‘Putting the Customer at the Centre’. It has since been extended to support the NSW Government's response to COVID-19 and natural disasters with the primary aim of connecting vulnerable communities and small businesses with government assistance.
Prior to joining Service NSW Cassandra worked in human resources, industrial relations, strategy, planning and project roles across the NSW Government.