Coordinator, Fines and Debt

Death Notification; Australia; Hybrid; AUD 114,000 - 129,000; Full time

Benefits offered by this job

Hybrid working

Annual leave loading

Flexible working

Job summary

Revenue NSW is seeking a Coordinator, Fines and Debt to lead the Specialised Resolutions Team across Parramatta, Gosford, Maitland, Lithgow or Wollongong in a hybrid model (minimum 3 days in the office). The role focuses on specialised debt resolution, enforcement, and driving compliant outcomes.

You will coach a small team, manage escalated matters, and use data and QA findings to improve performance while ensuring legislative compliance and customer-centric service.

Qualifications

• Proven leadership experience in a complex operational environment.
• Experience leading teams in a contact centre or service delivery setting.
• Strong attention to detail and the ability to apply legislative and compliance requirements with accuracy.
• Excellent stakeholder engagement skills, with the ability to influence, negotiate, and build effective relationships.
• Strong analytical and problem-solving capability, with experience identifying and implementing process improvements.
• A commitment to continuous improvement and achieving positive customer and business outcomes.

Responsibilities

• Lead and support a high-performing team, including Assistant Coordinators, to achieve operational outcomes.
• Coach and develop emerging leaders in a hybrid working environment.
• Manage sensitive and escalated matters, ensuring consistent and customer-focused outcomes.
• Use data, quality assurance findings, and operational insights to improve performance and drive continuous improvement.
• Foster a positive, accountable, and collaborative team culture.
• Ensure compliance with legislative requirements, organisational priorities, and business objectives.

Skills

Leadership

Team management

Stakeholder engagement

Data analysis

Process improvement

Compliance

Job description

Coordinator, Fines and Debt

Location: Parramatta, Gosford, Maitland, Lithgow or Wollongong

Work arrangement: Hybrid (minimum 3 days per week in the office)

Duration: Ongoing (1 position available)

Hours: Full-time 35 hours per week

Grade: Clerk Grade 7/8 ($113,574 - $129,492 per annum + super + annual leave loading)

About the Team

The Specialised Resolutions Team manages complex fines debt where customers have the capacity to pay but have not met their obligations. Using customer profiling, data insights, and targeted enforcement strategies, the team drives compliance, influences behavioural change, and delivers improved debt recovery outcomes. This is a fast-paced, high-performing environment where innovation, critical thinking, and sound judgement are valued. The team works collaboratively to deliver fair, effective, and customer-centred outcomes for both the organisation and the community.

About the Role

We are seeking an experienced and motivated Coordinator to lead a small team of highly skilled professionals responsible for specialised debt resolution and enforcement activities.

• Lead and support a high-performing team, including Assistant Coordinators, to achieve operational outcomes.
• Coach and develop emerging leaders in a hybrid working environment.
• Manage sensitive and escalated matters, ensuring consistent and customer-focused outcomes.
• Use data, quality assurance findings, and operational insights to improve performance and drive continuous improvement.
• Foster a positive, accountable, and collaborative team culture.
• Ensure compliance with legislative requirements, organisational priorities, and business objectives.

To be successful in this role, you will demonstrate:

• Proven leadership experience in a complex operational environment.
• Experience leading teams in a contact centre or service delivery setting.
• Strong attention to detail and the ability to apply legislative and compliance requirements with accuracy.
• Excellent stakeholder engagement skills, with the ability to influence, negotiate, and build effective relationships.
• Strong analytical and problem-solving capability, with experience identifying and implementing process improvements.
• A commitment to continuous improvement and achieving positive customer and business outcomes.

What we need from you

An up-to-date resume (no more than 5 pages) and a cover letter (no more than 2 pages) outlining how your skills and experience are aligned to the role.

For enquiries regarding this position, please contact Monique Royle at @revenue.nsw.gov.au

About Revenue NSW

Revenue NSW is the state’s principal revenue management agency. We are part of the Department of Customer Service. Our purpose is to contribute to a prosperous, safe, and fair society by collecting revenue, resolving fines, administering grants, and recovering debt. We are proud of our diverse and regional team and welcome flexible working. We are open to this role being based at any one of our offices - Parramatta, Lithgow, Maitland, Gosford and Wollongong.

Why work with us?

• Meaningful work that matters to NSW
• Hybrid working, compressed hours, generous leave & benefits
• Career building opportunities in a supportive team
• Unmatched growth and development pathways

Salary Grade 7/8, with the base salary for this role starting at $116,981 base plus superannuation.

Closing Date: Monday 16 November @ 11:59PM

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 5555 0130 or @customerservice.nsw.gov.au.