Service Coordinator

3 weeks ago

Newcastle, Australia NSW Government -Department of Customer Service Full time

**Job Title**: Service Coordinator
**Salary**: SNSW Grade 6 ($87,504 - $93,111 plus employer's contribution to superannuation and annual leave loading)
**Location**:Singleton NSW/Muswellbrook NSW (Hub & Spoke sites)
**Employment Status**: Full-time - ongoing opportunity

We are currently recruiting for the position of Service Coordinator at our Singleton/Muswellbrook Service Centre (Hub and Spoke sites).

**What are ‘hub and spoke’ Service Centres?**

In some regional or remote areas, a ‘hub’ Service Centre acts as the parent of one or more ‘spoke’ Service Centre locations. The hub and spoke models share a leadership team and operate in such a way that team members may be required to work between locations.

**About the opportunity**

If you are passionate about supporting teams to deliver positive face to face customer service experiences in a fast-paced environment, this could be the right role for you.
Our Service Coordinators support and coach a team of high performing customer service team members. They ensure efficient operations and quality service levels are maintained, act as the escalation point for issues impacting customers, and perform ad-hoc financial and admin duties.
This role requires a high degree of face-to-face interaction and supports the Service Centre Manager in coordinating the day-to-day operations of the Service Centre.

**Key accountabilities**
- ** **Monitor the provision of timely, high-quality service to customers of NSW Government consistent with Service NSW vision, mission and values, as assessed by internal reviews and customer feedback.
- Supervise and coach a team of customer service employees, including appraising performance and providing feedback, developing learning and development plans to ensure the delivery of optimal levels of service to customers consistent with Service NSW vision, mission and values.
- Maintain efficient and effective operations in the service centre, identify the cause of long waiting times in queues and allocate resources based on demand on the spot to ensure smooth counter operation.
- Act as the escalation point for customer complaints, resolve and document the complaints as per defined processes and standards and escalate and follow up unresolved issues.
- Proactively seek out ways to provide an integrated customer experience, including the promotion of self-service facilities and other resources that enhance customer interactions with government.
- Contribute new ideas, and assist the Service Centre Manager with monitoring, analysis and evaluation of work volume to recommend changes as required, including the identification of opportunities to improve the efficiency of work processes, implement changes in the workplace and develop and modify practices and protocols to improve employee performance.
- Contribute to the development and implementation of policies, procedures and protocols for the service centre team.

**About Service NSW**

Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.
Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service, and an expanding network of service centres. We currently partner with over 50 agencies to offer over 1,000 NSW Government transactions.
**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 7:30 -3:30 (Saturdays). In some situations, you may be required to work during these hours.
**How to apply**
Provide a covering letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).
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.?

**Working at Department of Customer Service**
The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
Visit our Careers site to find out what it means to work for us.

**Our Commitment to Diversity, Inclusion & Flexibility**
We are committed to diversity, inclusion, and new ways of working.
We understand that there are different ways of getting the job done and o

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