Senior Coordinator Mediation

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

Job summary

NSW Department of Customer Service – Parramatta NSW is seeking a capable Coordinator, Mediation Services for a 12-month temporary period. The role leads mediation service delivery for strata disputes across NSW and requires hands-on operational leadership to reduce backlogs and embed improvements.

You will coordinate day-to-day service delivery, balance priorities, and work with the Manager and other Coordinators to deliver customer-focused outcomes.

Qualifications

• Experience leading busy mediation or regulatory services teams.
• Ability to manage workflow, capacity and risks.
• Strong customer focus and staff engagement.
• Ability to translate priorities into day-to-day improvements.

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

Dispute resolution

Stakeholder management

Change management

Job description

NSW Department of Customer Service – Parramatta NSW

Grade: Clerk Grade 9/10
Salary: $133,348 - $146,945 per annum plus super
Duration: Temporary (12 months)
Location: Parramatta

About the role
We are looking for a capable and motivated Coordinator, Mediation Services to join the team for a 12-month period. Mediation Services delivers mediation services for strata disputes across NSW.

This is a hands‑on operational leadership role during a period of significant demand and change. You will coordinate day‑to‑day service delivery, make sound decisions about priorities and escalation, work closely with the Manager and other Coordinators, and help the team reduce backlogs and embed practical service improvements.

The role will suit an experienced operational leader who can work with minimal direction, see the service as a whole and translate improvement priorities into effective day‑to‑day practice. You will bring sound judgement, a collaborative approach and a strong focus on customers, staff and sustainable delivery.

Experience in mediation, dispute resolution, regulatory services or another complex customer‑facing environment will be highly regarded. Mediation expertise is not essential where a candidate can demonstrate strong operational leadership, judgement and service‑improvement capability.

What you’ll do:

• 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

About you:

You are a proactive operational leader who can:

• run a busy, complex service with minimal direction and maintain service continuity
• exercise sound judgement, including recognising when an issue requires escalation
• set priorities using risk, customer impact, readiness, capacity and service objectives
• work constructively with the Manager, fellow Coordinators and staff
• stabilise operations while progressing practical reform and backlog reduction
• identify the bigger service picture, anticipate emerging issues and bring workable solutions
• lead people through change by listening, consulting, setting clear expectations and following through
• communicate clearly and succinctly with staff, customers and senior leaders
• use evidence to monitor whether changes are working and adapt the approach when needed

This opportunity offers practical responsibility for shaping how a high‑impact public service operates during an important period of development. You will help strengthen operational performance, improve the customer experience and establish more consistent and sustainable ways of working.

What we need from you:

Salary Grade 9/10, with the base salary for this role starting at $133,348 base plus superannuation

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.

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