Service Coordinator

**Service Coordinator**
**Salary: SNSW Grade 6 ($91,004 - $96,835 plus employer's contribution to superannuation and annual leave loading)**
**Location: Merrylands Service Centre**
**Employment Status: Full-time - Talent pool, temporary/ongoing**

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.

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

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 cover 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.

Click Here to access the Role Description.

**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.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process