Department of Customer Service
Reference number req48941 Occupation Claims Processing, Accounting and Financial, Information and Communications Technology, Help Desk/Support Services Work type Full-Time Location Wollongong & The South Coast, Central & North Coasts, Gosford, Central Coast and Region, Sydney City, Bathurst & Central West NSW Salary Information From AUD $113,574.00 to $125,720.00 per year Closing date 26 February 2026 at 10:00am
Clerk Grade: 7/8 Employment
Coordinator – Operational Support
Ongoing/Permanent roe: 35 hour working week
Hybrid and Flexible working arrangements - office location is flexible across our NSW locations in Parramatta, Gosford, Maitland, Lithgow and Wollongong
Salary: 113,574 - $125,720 + super
Applications close: 26th February 2026 The Coordinator sits within Revenue NSW. We are the state’s principal revenue management agency and are a part of the Department of Customer Service (DCS). We manage taxes, fines, debts and administer grants in a fair, efficient and timely manner. Through this we give back to the community and fund essential State services for the people of NSW. This role sits within the Fines & Debt Division in the Operational Support team
About the Team
Operational Support are a team of diverse SMEs. Supporting Fines & Debt through detailed workforce planning, telephony/ Genensys Cloud management and end-to-end system support of on-prem CRMs.
Your day-to-day:
The coordinator role will have the following key responsibilities:
* Plan and allocate workflow to meet business needs whilst overseeing and managing a team of high performing assistant advisors.
* Manage Telephony, Cloud based and on-prem systems and projects.
* Identify opportunities to improve processes or systems and analyse data to identify the changing needs of our business and customers.
* Coordinate planning and resources to achieve agreed outcomes whilst performing under pressure with competing priorities and deadlines.
* Maintain awareness of relevant operational issues, trends, and opportunities to contribute to the best practice business support function in line with strategic, organisational and government priorities
* Develop and maintain networks with a wide range of stakeholders through accessible communication and collaboration.
To be successful in this role you will demonstrate:
* Proven experience with Cloud telephony and application configuration
* Experience working with multiple stakeholders and balancing competing priorities to ensure objectives are achieved
* Demonstrated ability in fostering effective working relationships, consulting, and negotiating skills with stakeholders at all levels
* Flexible, adaptable approach to work and enjoy working in a team environment with the ability to navigate the requirements of government
* Experience in Genesys Cloud administration and Workforce Management will be adventantagous
How to apply
Provide your current resume (no more than 3 pages) and a cover letter (no more than 2 pages) detailing your responses to the following targeted questions:
* Describe a challenging project or initiative you have personally managed where you had to learn quickly and undertake tasks you had never done before. How did you approach these challenges, what was the outcome and what would you have done differently in hindsight?
* Provide details of a time where you have managed competing priorities in a fast paced, dynamic team responsible for a wide range of initiatives. How did you organise your work and prioritise the most urgent items to ensure deadlines were met, while maintaining productive relationships with your team and stakeholders?
Note: Your suitability for the position will be assessed against your responses to the targeted questions.
Working at DCS
* 35-hour working week, with opportunities for flex leave where additional hours are worked
* Revenue NSW is proud of our diverse and regional teams. We welcome flexible, hybrid working arrangements with your office location at one of our many Revenue NSW working locations https://www.nsw.gov.au/departments-and-agencies/customer-service/dcs-building-access (subject to approval and availability)
* Learning tools are available for ongoing professional development
* Health and wellbeing programs
Who we are
By putting the customer at the centre of all programs and initiatives, we are transforming the way government interacts with the people of NSW. Our services are designed so that everyone can access and interact with them in a meaningful way. DCS is focused on delivering customer service, digital transformation and regulatory reform to more than 8 million people. From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better. Salary Grade 7/8, with the base salary for this role starting at $113,720 base plus superannuation For enquiries relating to recruitment please contact Neha Bajaj via neha.bajaj@customerservice.nsw.gov.au. 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: 26th February 2026, Thursday at 10am 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 neha.bajaj@customerservice.nsw.gov.au 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