Senior Coordinator Customer Care
Temporary role until 31 December 2026 (with possibility of extension)
Located in Parramatta 4PSQ (hybrid work available)
Clerk Grade 9/10
An exciting opportunity has arisen within NSW Fair Trading for a Senior Coordinator Customer Care our Knowledge, Learning, and Capability team.
Be Part of the Future of Fair Trading
At NSW Fair Trading, we've been on an exciting journey of transformation — reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we've built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive.
We're creating a more modern, responsive and risk-based Fair Trading — one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve.
This next phase brings new and exciting opportunities to join us in shaping "the new way" — where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW.
If you're someone who:
• Thinks deeply about the needs of people and communities,
• Is motivated by great outcomes, not just processes, and
• Wants to be part of an organisation that's transforming how regulation works —
...then there's a place for you in our future.
Join us as we build a Fair Trading that's fit for the future — one that's customer-centered, evidence-driven, and proudly focused on public value.
About the Team
This role sits within NSW Fair Trading's Regulatory Education and Strategic Priorities area. The team designs and delivers frameworks and programs that build workforce capability, support regulatory excellence, and promote a learning culture across the organisation. The team partners closely with business areas to ensure alignment with organisational priorities and workforce needs.
About the Team
This role sits within NSW Fair Trading's Regulatory Education and Strategic Priorities area. The team designs and delivers frameworks and programs that build workforce capability, support regulatory excellence, and promote a learning culture across the organisation. The team partners closely with business areas to ensure alignment with organisational priorities and workforce needs.
About the Role
As a Senior Coordinator Customer Care in the Knowledge, Learning, and Development team, you are responsible for delivering high quality support, advice and input on a range of initiatives designed to enhance customer experience through internal capability uplift, deliver improved, consistent, and high-quality service standards and support the delivery of key priorities across the agency.
Your Responsibilities Will Include:
- Deliver innovative, customer focused services, ensuring all activities are undertaken effectively and efficiently and with a view to building capability.
- Promote a customer focused and high performing team culture that is consistent with organisational values and fosters professional, productive and positive relationships within the team and with stakeholders to facilitate appropriate customer outcomes.
- Provide advice and input on a wide range of highly complex, contentious and escalated matters by applying specialised knowledge of legislation, procedures and best practice principles to enable timely and effective customer outcomes.
- Identify, report and provide advice on actionable insights aimed at enhancing customer experience and contributing to the continuous improvement of processes.
- Lead and participate in projects and initiatives to support and assist in the delivery and implementation of customer experience improvements to ensure solutions and initiatives are customer focused
- Design, develop, and maintain knowledge resources to ensure consistency, and high-quality service delivery and customer service.
- Coordinate the development and delivery on innovating, capability-based programs to build staff confidence and competence to facilitate appropriate customer outcomes.
- Evaluate the effectiveness of initiatives, and utilise feedback and performance to assess effectiveness and inform continuous improvement.
- Prepare high-quality materials, reports and recommendations to inform decision-making and improve program design, including learning needs analyses and capability gap assessments to drive high quality service delivery.
- Contribute to a collaborative and inclusive team culture, supporting peers, and mentoring junior staff to build collective capability and support a positive work environment.
To Be Successful in This Role You Will Have:
- You have strong, demonstrated experience in capability development and uplift initiatives and projects.
- You will communicate clearly and effectively, building strong relationships with stakeholders and explaining complex information with confidence.
- You will apply strong problem‐solving and analytical skills to drive continuous improvement and enhance customer experience.
- You will show resilience and adaptability, effectively managing competing priorities and leading teams through change in a fast‐paced environment.
Salary Grade 9/10, with the base salary for this role starting at $129464 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Francis Wen via .
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, 20th May 2026 (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 02 9494 8351.
For more information, please visit
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