Senior Coordinator Business Operations

NSW Department of Customer Service; Grafton; Hybrid; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Hybrid work

Job summary

The NSW Department of Customer Service in Grafton, NSW, is seeking a Senior Coordinator Business Operations to lead the Smart Rental Bonds team and deliver high-level business support for regulatory services.

In this role, you will design and implement new processes, governance, and reporting frameworks, including financial management activities, debt management, and reconciliations, while maintaining controls and service standards from the outset.

Qualifications

• Relevant experience in accounting.
• Proven knowledge of the Australian Accounting Standards.

Responsibilities

• Establishing the Smart Rental Bond team's foundational operating environment.
• Coordinate and improve business systems, procedures and processes to enhance efficiency and service delivery.
• Provide specialist advice and support to internal and external stakeholders.
• Support operational planning, resource coordination and service delivery standards.
• Contribute to strategic and operational planning, reporting on progress, risks and trends.
• Develop and analyse performance data, KPIs and service level agreements.
• Lead or contribute to continuous improvement and customer service initiatives.
• Build effective working relationships across teams, stakeholders and partner agencies.

Skills

Business operations

Stakeholder management

Data analysis

Planning & project management

Education

Accounting knowledge

Job description

Senior Coordinator Business Operations

Clerk Grade: 9/10
Employment Type: Ongoing, Full-time
Base Salary: $133,348 - $146,945 per annum plus Superannuation
Hybrid work arrangements Office attendance required minimum 3 days per week.
Locations: Grafton, NSW.
This role sits within the NSW Fair Trading Division, Rental Branch within the Rental Bonds Team.

About the Team

This role sits within the NSW Fair Trading Division, Rental Branch within the Rental Bonds Team. A new team has been established to support the implementation of Smart Rental Bonds. Be Part of the Future of Fair Trading.

At NSW Fair Trading, we've been on an exciting journey of transformation - reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we've built a new operating model designed to put customers at the center of everything we do, strengthen our regulatory impact, and enable our people to thrive.

We're creating a more modern, responsive and risk-based Fair Trading - one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve.

This next phase brings new and exciting opportunities to join us in shaping "the new way" - where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW.

If you're someone who:

• Thinks deeply about the needs of people and communities,
• Is motivated by great outcomes, not just processes, and
• Wants to be part of an organisation that is transforming how regulation works -

…then there's a place for you in our future.

Join us as we build a Fair Trading that's fit for the future - one that's customer-centered, evidence-driven, and proudly focused on public value.

About the Role

We are seeking an experienced Senior Coordinator Business Operations to deliver high-level business support services that ensure the effective and efficient functioning of Smart Rental Bonds within the Rental Bond Team.

As part of establishing Smart Rental Bonds, this role will play a critical leadership role in building and leading a new team. The Senior Coordinator Business Operations will be responsible for setting up the team's foundational operating environment, including designing and implementing new business processes, governance arrangements, and reporting frameworks. This includes establishing robust end-to-end processes for financial management activities such as debt management and reconciliations, ensuring controls, compliance and service standards are embedded from commencement.

In this role, you will coordinate business systems, policies, operational planning, and performance reporting, while contributing to continuous improvement initiatives. You will work with a high degree of autonomy, providing professional advice, managing competing priorities, and supporting strategic and operational outcomes in a complex environment.

Key responsibilities

• Establishing the Smart Rental Bond team's foundational operating environment
• Coordinate and improve business systems, procedures and processes to enhance efficiency and service delivery
• Provide specialist advice and support to internal and external stakeholders
• Support operational planning, resource coordination and service delivery standards
• Contribute to strategic and operational planning, reporting on progress, risks and trends
• Develop and analyse performance data, KPIs and service level agreements
• Lead or contribute to continuous improvement and customer service initiatives
• Build effective working relationships across teams, stakeholders and partner agencies.

About you

• You are an experienced business operations professional who delivers high-quality outcomes in fast-paced environments
• Demonstrated integrity, professionalism and sound judgement, and work confidently within legislative, policy and governance frameworks
• Proven ability to stay organised and adaptable, able to manage competing priorities while maintaining a strong focus on results
• Demonstrated ability to work collaboratively, build productive stakeholder relationships, and use data and insights to improve performance and service delivery
• Sound planning and project management capability and, where required, support the development of others through clear communication and constructive feedback.

Essential requirements

• Relevant experience in accounting and experience in a commercial environment and/or the public sector
• Proven knowledge of the Australian Accounting Standards.

Closing Date

Wednesday 7th October 2026 (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 8130 or [e-mail].

Contact

For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process