Assistant Coordinator

2 weeks ago

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

**Assistant Coordinator, Ongoing roles, locations are flexible across NSW with hybrid working**

An exciting opportunity has arisen for an Assistant Coordinator to join our Operations Fines and Debt Team within Revenue NSW.

**About the role**:
Operations, Fines & Debt are responsible for high level debt management across a range of products. Our Staff are skilled across a variety of work streams and our functions include assisting customers to review and resolve their fines & debt related enquires by phone, in writing and via our online services with a focus on providing exceptional frontline customer service in a high-volume environment.

The teams operate between 7am and 7pm where coverage is maintained through a rotating roster. As an Assistant Coordinator you would need to be available to provide support across this bandwidth.

Your role will be to provide information, advice, and support to staff on a diverse range of matters. You will supervise a team, manage resources, and assist staff and occasionally customers with escalated issues including complaints, correspondence, documentation, processing, and resolution to contribute to the effective operations of the business.

**Key Responsibilities**:

- Respond to a wide range of escalated enquiries from external and internal customers
- Supervise and support a team and/or coach others to complete related tasks
- Provide administrative services, respond to enquiries, and complete a range of processing activities with accuracy and efficiency
- Educate customers on the rights and responsibilities of parties, requirements, and services to raise community awareness and ensure compliance with legislation and/or processes
- Develop and maintain specialised knowledge, techniques, and skills to support the delivery of a high-quality service
- Review and analyse work, report new or emerging issues or trends, and contribute to changes and strategies to support decision making and achieve business outcomes

**To be successful in this role you will demonstrate the ability to**:

- Inspire and motivate team members, lead by example, and delegate tasks effectively.
- Clearly and effectively communicate with team members, as well as other stakeholders such as customers and management.
- Quickly and effectively identify and resolve issues that arise within the team.
- Prioritize tasks and manage team members' workloads to ensure that projects are completed on time.
- Understand and work with the bigger picture, making strategic decisions and identifying opportunities is key.
- Read the mood and emotions of the team and adapt accordingly, this also includes being approachable, empathetic and understanding.
- Be adaptable, flexible and show initiative to respond and act constructively when situations change

**What we need from you**:
An up-to-date CV and a brief cover letter outlining how your skills and experience are aligned to the focus capabilities in the role description.

**About Revenue NSW**

Revenue NSW is the state’s principal revenue management agency. We are part of the Department of Customer Service. Our purpose is to contribute to a prosperous, safe, and fair society by collecting revenue, resolving fines, administering grants, and recovering debt.

We are proud of our diverse and regional team and welcome flexible working. We are open to this role being based at any one of our offices - Parramatta, Lithgow, Maitland, Gosford, Wollongong.

Salary Clerk Grade 5/6, with the base salary for this role starting at $89,707 base plus superannuation

**Closing Date**:Friday 3rd February 2023 (9.59am)

**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.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

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