Mediation Services Operations Lead

Department of Customer Service; Parramatta; On-site; AUD 133,000 - 147,000; Full time

Job summary

Department of Customer Service in NSW is seeking a capable Coordinator, Mediation Services for a 12‑month period in Parramatta. This hands-on operational leadership role coordinates day-to-day service delivery, prioritises work and escalations, and works with the Manager and other Coordinators to reduce backlogs and drive practical service improvements.

Experience in mediation or dispute resolution is valued; strong judgement, collaboration and a customer-focused approach are essential to

Qualifications

• Experience in mediation, dispute resolution, regulatory services or another complex customer-facing environment will be highly regarded.

Responsibilities

• Leading and coordinating day-to-day service delivery
• Managing workflow, capacity, competing priorities and service risks
• Working collaboratively with the Manager, other Coordinators and staff
• Stabilising operations and supporting backlog reduction
• Driving practical service and process improvements
• Building capability, consistency and clear expectations
• Using service information and customer feedback to identify emerging issues
• Managing complex customer, quality and escalation matters

Skills

Operational leadership

Mediation

Dispute resolution

Customer service

Job description

Department of Customer Service in NSW is seeking a capable Coordinator, Mediation Services for a 12‑month period in Parramatta. This hands-on operational leadership role coordinates day-to-day service delivery, prioritises work and escalations, and works with the Manager and other Coordinators to reduce backlogs and drive practical service improvements.

Experience in mediation or dispute resolution is valued; strong judgement, collaboration and a customer-focused approach are essential to