Service Coordinator

Team 3Thirty; Queanbeyan-Palerang; On-site; AUD 100,000 - 107,000; Full time

Job summary

Service NSW in Queanbeyan is seeking a Service Coordinator to lead a busy, customer-facing service centre. You will coordinate workflows, supervise staff, and handle escalated enquiries to keep services running smoothly.

The role is full-time and onsite with a rotating roster; you will model service excellence as priorities shift. A national criminal record check is required for employment.

Qualifications

• Experience coordinating a busy service environment and prioritising competing demands.
• Proven ability to supervise, coach and develop staff.
• Ability to handle escalated customer matters while protecting privacy.

Responsibilities

• Coordinate workflows in a busy, customer-facing service centre.
• Supervise and coach staff to maintain service quality.
• Handle escalated enquiries and resolve issues in line with rules and policies.
• Identify and implement practical improvements to service processes.

Skills

Workflow coordination

Staff supervision

Customer escalation handling

Job description

The Service Coordinator at Service NSW in Queanbeyan leads the daily work of a busy, customer-facing service centre. You will coordinate workflows, supervise and coach staff, handle escalated enquiries and help improve the way services operate. This ongoing, full-time position is onsite, so your examples should make it easy to picture you supporting a team while customers are waiting and priorities are changing.

Remuneration Service NSW Grade 6, $100,407 to $106,841 plus employer’s contribution to superannuation and annual leave loading

Closing date 9:59 am Monday 26 October 2026, Sydney time

Role conditions and eligibility

• The position is based onsite at Queanbeyan Service Centre.
• Flexibility is required for a rotating roster across the service centre’s operating hours, which may include Saturdays. Service NSW Award hours are 6:30 am to 7:30 pm Monday to Friday and 7:30 am to 3:30 pm Saturday.
• Employment is subject to a satisfactory national criminal record check.

Candidate requirements and evidence

Coordinating a busy service environment Show how you assessed demand, prioritised competing customer needs and moved staff or work to keep the service running. Explain the information you used and how you maintained service quality while managing volume.

Supervising, coaching and developing staff Choose an example of giving useful feedback, building a colleague’s confidence or supporting a team through a change. Include what you observed, the support you provided and how you checked that performance improved.

Handling escalated customer matters Describe a difficult enquiry or complaint that reached you as a supervisor. Explain how you listened, checked the relevant rules, supported the frontline employee and communicated an appropriate resolution. Protect the customer’s privacy when describing the example.

Improving service processes Use a recurring service issue to explain a practical improvement you introduced. Identify the problem, who you consulted, how the change worked and the effect on customers or staff. Evidence of a small, sustained improvement can be persuasive.