Senior Coordinator Mediation

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

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

• 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

Why join Mediation Services?

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.

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

Closing Date: Wednesday 11th November 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.

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