Service Coordinator

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

SNSW Grade 6 ($100,407 - $106,841 plus employer's contribution to superannuation and annual leave loading)
Employment Status: Full-time - Ongoing, Onsite
Location: Queanbeyan

We are currently recruiting for the position of Service Coordinator at our Queanbeyan Service Centre.

About Service NSW

Service NSW makes it easier to access government services for people and businesses across NSW.

At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW.

For more information on Service NSW, visit our website Service NSW.

About the Role

Service NSW is currently seeking a motivated customer service professional, who is ready to lead a team in a fast-paced front facing environment. Based out of the Service Centres, this role will support the delivery of efficient, high-quality services to our NSW customers.

As the Service Centre Coordinator, you will join a supportive, collaborative team that values innovation and continuous improvement. You will:

• 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.

We are looking for someone with:

• 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

This is a fantastic opportunity to build on your leadership experience, make a tangible impact on service delivery and be part of a supportive and innovative team.

Hours of work

Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre Here.

The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.

Flexibility is required to work on a rotating roster between the Service Centre's operational hours which may include Saturdays.

Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants. Employment with Service NSW is subject to a satisfactory national criminal record check.

Salary Service NSW Grade 6, with the base salary for this role starting at 100,407 base plus superannuation.

Closing Date: Monday 26th of October at 9:59am

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.

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process