Service Coordinator - Regional South Service Centres
Title: Service Coordinator (Service Centres)
Salary: Service NSW Grade 6 ($97,483 - $103,729, plus employer's contribution to superannuation and annual leave loading)
Employment Status: Multiple Full-time - Temporary and Ongoing opportunities
Locations: Finley Service Centre (Spoke of Deniliquin Service Centre)

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

What are 'hub and spoke' Service Centres?
In some regional or remote areas, a 'hub' Service Centre acts as the parent of one or more 'spoke' Service Centre locations. The hub and spoke models share a leadership team and operate in such a way that team members may be required to work between locations.
Please note: This recruitment will be used to fill current vacancies and to create a Talent Pool for opportunities that arise over the next 18 months in this specific location and surrounding Regional South areas. If you are interested in this vacancy or would like to be considered to join our talent pool for upcoming full-time and part-time, ongoing and temporary opportunities in our Service Centre network, apply now.

About the opportunity:
If you are passionate about working in a customer centric team, delivering positive face to face customer service experiences and enjoy working in a fast-paced environment, this could be the right role for you. You will coordinate and supervise the activities of a customer service team in meeting the needs of the customers of NSW by allocating and coordinating workflows and including managing escalated customer enquiries properly and effectively, identifying and eliminating errors and planning for continuous improvement. This role also supports the Service Centre Manager in the form of employee management and various financial and administrative duties when required.

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 operations
• 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.

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.

Salary
Service NSW Grade 6 - base salary for this role ranges between $97,483 - $103,729, plus employer's contribution to superannuation and annual leave loading.

How to Apply
Provide a covering letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).

Closing Date: Friday 19 September 2025 at 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.

Further Information
For enquiries relating to recruitment please contact Thomas Ting-Shelley via [email protected]

Click Here to access the Role Description. For enquiries relating to recruitment please contact Thomas Ting-Shelley 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.

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
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process