Assistant Coordinator, Customer Service Operations Team
Employment Type: Ongoing/Permanent Opportunity
Location: Parramatta, Lithgow, Gosford or Maitland (hybrid working options available)
Grade: Clerk Grade 5/6

Who we are

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.

The opportunity

An exciting opportunity has arisen for an Assistant Coordinator to join our Customer Service Operations Team, Fines and Debt Team within Revenue NSW.
The Customer Service Operations Team 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 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 team operates between 7am and 7pm Monday to Friday, where coverage is maintained through a rotating roster. As an Assistant Coordinator you would need to be available to provide support across this span of hours. Whilst hybrid working options are available, all roles must be worked 'principally' from an approved office location.
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.

What you will bring to this role

• Experience in a contact centre or within a similar setting, with an ability work within a scheduled environment across a 7am to 7pm bandwidth to support our team
• The ability to lead and support a team in a high-volume environment, and to demonstrate skills in providing coaching and feedback to frontline team members
• Facilitate appropriate customer outcomes by applying relevant knowledge, legislation, regulations, and procedures
• Possess excellent verbal and written communication skills across channels

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

• Demonstrate ability to ensure exceptional customer service delivery in a frontline customer environment
• Demonstrated experience in a high-volume contact centre environment, with operational knowledge and knowledge of Genesys Purecloud highly desirable
• Quickly and effectively identify and resolve issues that arise and provide intraday support to the team.
• Prioritise workload and competing priorities in a high volume environment to ensure team focus and success
• Ability to understand the 'bigger picture' when making decisions that impact internal and external stakeholders
• Demonstrate effective leadership skills, including acting with empathy, listening to understand and adapting to the needs of the team
• Be adaptable, flexible and show initiative to respond and act constructively when situations change

How to apply
Please attach your updated resume and cover letter cover letter maximum 1.5 page) outlining how you meet the skills and experience of this role.

In your cover letter please answer the following targeted question:
Describe a time when you were faced with a significant challenge or change at work, where you needed to remain flexible, provide honest feedback, and stay composed under pressure?

Salary Grade 5/6, with the base salary for this role starting at 99,938 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Neha Bajaj via [email protected].

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: 14th July 2025, Monday at 10 am

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 [email protected] or 02 9494 8351.

For more information, please visit

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