Service Centre Manager – Armidale Service Centre
Location: Armidale Service CentreEmployment Type: Full‐time, ongoing, onsite.Salary: $105,986 to $124,957 plus superannuation.Closing date: 06 April 2026 at 10:00am.
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 implement business processes and establish 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.
Key Responsibilities
* 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 programmes 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
The Armidale Service Centre is open from 9am to 5pm, Monday to Friday. The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30am – 3:30pm (Saturdays). You may be required to work during these hours and must be flexible to work on a rotating roster between the Service Centre's operational hours, which may include Saturdays. Hours are 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: Monday 6th April 2026 @ 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. The 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 partner with over 50 agencies to offer over 1,000 NSW Government transactions.
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. 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 Bryan.Kreltszheim@customerservice.nsw.gov.au or 02 9494 8351.
Information on some of the different types of disabilities.Information on adjustments available for the recruitment process.
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