Service Centre Team Lead

Service NSW; Queanbeyan-Palerang; On-site; AUD 100,000 - 107,000; Full time

Job summary

Service NSW is seeking a Service Centre Coordinator based in Queanbeyan to lead a team in a fast-paced front-facing service centre. You will coordinate daily workflows and ensure smooth operations while coaching staff and handling escalated queries to improve customer experiences.

The role focuses on driving continuous improvement, contributing ideas to streamline processes, and delivering high-quality service to NSW customers.

Qualifications

• Experience leading or supervising customer service teams (or equivalent).
• Strong communication, coaching and stakeholder management skills.
• A proactive mindset, and ability to thrive in a fast-paced environment.
• Experience handling escalated customer issues and contributing to service improvements.

Responsibilities

• Coordinate daily workflows and ensure smooth operations in a busy service centre.
• Supervise, coach and develop a team of customer service staff.
• Manage escalated customer queries and support continuous improvement initiatives.
• Contribute ideas to improve processes, customer experience and operational efficiency.

Skills

Team leadership

Customer service

Stakeholder management

Coaching

Process improvement

Job description

Service NSW is seeking a Service Centre Coordinator based in Queanbeyan to lead a team in a fast-paced front-facing service centre. You will coordinate daily workflows and ensure smooth operations while coaching staff and handling escalated queries to improve customer experiences.

The role focuses on driving continuous improvement, contributing ideas to streamline processes, and delivering high-quality service to NSW customers.