Service
Centre Manager
Salary: Service NSW Grade 7/8 ($105,986 - $124,957), plus
employer's contribution to superannuation and annual leave loading)
Location: Moree Service Centre (Hub
of Lightning Ride and Walgett Service Centres)
Employment Type: Full-time-, Ongoing, Onsite
We are currently recruiting for the position of Service
Centre Manager at our Moree Service Centre, however, you may be
required as per business needs to travel to spoke sites at Lightning Ridge Service Centre and Walgett 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 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 the Moree 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 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 27th February 2026 @ 9:59am
Further Information
For enquiries relating to recruitment please contact Bryan Kreltszheim via
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