Service Coordinator

Role: Service Coordinator
Salary: SNSW Grade 6 ($97,483 - $103,729 – plus employer's contribution to superannuation and annual leave loading)
Employment Type: Full Time – Ongoing and Temporary
Location: Botany, Bankstown, Blacktown, Macarthur, Rockdale

This role sits within the Service NSW - Service Delivery Division.

We are currently recruiting and creating a talent pool for the position of Service Coordinator at various Service Centre across Sydney Metro, covering Sydney West, Sydney South and Sydney Central.

We have current vacancies at the following Service Centres:

•  Botany Service Centre (ongoing role)
•  Rockdale Service Centre (ongoing role)
•  Macarthur Service Centre (ongoing role)
•  Bankstown Service Centre (temp role)
•  Blacktown Service Centre (temp role)

 Please note: this recruitment will be used to fill these specific roles or create a talent pool for these specific locations (including the immediate surrounding area).

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.

To find out more about being a Service Coordinator click here to access the Role Description.

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.
•  Develop, apply and maintain high level specialist knowledge relevant to Service NSW products, processes and operating practices and procedures.
•  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 predefined 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.

 To be successful in this role you will demonstrate:

•  Maintaining expert knowledge of the range of services provided by Service NSW and the procedures customers need to follow to access the services, given the large number of government agencies involved.
•  Maintaining an awareness of customer needs and business issues to ensure that the Service NSW service centre continue to meet customer and business expectation in a constantly evolving service environment.
•  Managing various customer issues or complaints on the spot (where applicable), without the need for further escalation.

 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).

Detailed instruction for how to prepare your application can be found here.

Remuneration:
Service NSW Grade 6 salary package starts from $97,483 plus employer's contribution to superannuation and annual leave loading.  

When applying you need to:

 Include an up-to-date resume (max 4 pages)

 Provide a cover letter outlining how your skills and experience meet the requirements of the role (max 1 page)  

Visit the
Capability Application Tool to prepare for the recruitment process by accessing
practice application and interview questions based on the focus capabilities
listed in the role description.

Closing Date: Wednesday 17th of September 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 want you to bring your best self to this application process. If you have any support or access needs that may
require adjustments to allow you to fully participate in this selection process
(including an alternate format of the application form) please contact or

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process