Senior Mediation Services Operations Lead (Backlog & Change)

NSW Department of Customer Service; Parramatta; Sur place; AUD 133 000 - 147 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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

Connaissances

Operational leadership

Dispute resolution

Stakeholder management

Change management

Description du poste

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.