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Service Centre Manager
2 weeks ago
Service Centre Manager
Location: Orange Service Centre
Salary: Service NSW Grade 7/8 ($105,986 - $124,957), plus employer's contribution to superannuation and annual leave loading)
Employment Type: Temporary 2 years, Full-time- Onsite
Please note: this recruitment will only be used to fill this specific vacancy for this specific location and immediate surrounding area. Service NSW uses multi-staged recruitment methods and candidates selected to progress to interview stage, may be required to attend an in-person interview conducted at Orange Service Centre.
About the opportunity: This is a truly unique opportunity for a customer and team focused leader to make their mark as a Service Centre Manager. You will be implementing business processes and establishing quality service and performance standards in the centre from day one. The Service Centre Manager is also responsible for managing daily operations of a diverse team dedicated to delivering services to the customers of NSW and maximizing positive customer experiences.
To be successful in this role you will
- Manage the day-to-day operations of a large service centre, to deliver timely, efficient and diverse face to-face integrated services to the customers of NSW that maximises a positive customer experience
- Identify, implement and maintain effective business processes including customer experience improvement programs in the centre to support consistent service delivery across the network to optimise service delivery efficiency and effectiveness.
- Manage and resolve complaints as per standards and guidelines and identify trends and improvement opportunities to improve customer service outcomes
- Develop and maintain effective relationships and collaborate with internal customers and stakeholders to improve performance measures, tools and processes and to enhance business systems, processes and workflows in the centre
- Lead team management, work planning, coaching and professional development initiatives to align resources to deliver priorities and a positive customer experience
- Drive compliance in accordance with legislation and standards to ensure confidentiality, privacy and integrity of information is adhered to
- Monitor, analyse and evaluate work volumes and other data to identify trends and new or emerging issues and recommend changes and strategies to inform decision making and enhance team and business activities and services
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.
We will gather your preferences during the recruitment process. Hours are also subject to change based on the needs of the business.
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 instructions for how to prepare your application can be found Here.
Closing Date: Friday 29th August 2025 @ (9:59am)
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.
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.
Click Here to access the Role Description.
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.
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
