Coordinator, Fines and Debt

NSW Department of Customer Service; Parramatta; Hybrid; AUD 114,000 - 129,000; Full time

Benefits offered by this job

Flexible working

Hybrid work arrangement

Career development opportunities

Job summary

Revenue NSW, part of the NSW Department of Customer Service, is hiring for a Clerk Grade 7/8 to lead the Specialised Resolutions Team. The role is hybrid, with at least 3 days a week in the office, across Parramatta or other NSW offices.

You will coach a high-performing team, manage escalated matters, and use data insights to drive performance and debt recovery outcomes in a fast-paced environment. Salary is in Clerk Grade 7/8, $113,574–$129,492 per year plus super.

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.

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 coaching

Stakeholder engagement

Analytical skills

Process improvement

Job description

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

In this role, you will:

• 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.

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

We can't wait to meet you!

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 8276 8*** or *************@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process