OverviewService Coordinator - Regional South Service CentresTitle: 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 opportunitiesLocation: Queanbeyan Service Centre (Hub of Cooma Service Centre)We are currently recruiting for the position of Service Coordinator at our Queanbeyan Service Centre.About the opportunityIf 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, 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 employee management and various financial and administrative duties when required.Key accountabilitiesMonitor 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 workService Centre operating hours vary between locations.
The Service NSW Award hours are 6:30am - 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays).
Flexibility is required 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.SalaryService 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 ApplyProvide 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 DateClosing Date: Friday 26 September 2025 at 9:59amAbout Service NSWService NSW is making it easier for people and businesses across NSW to access government services.
Since launching in July 2013, we have transformed NSW Government service delivery with digital solutions and a culture of collaboration.
Our customer-centric solution offers simpler and faster access to government transactions through digital channels, a 24/7 phone service, and an expanding network of service centres.Further information and support for recruitment inquiries: contact Thomas Ting-Shelley via email.
Visit the Role Description and the Capability Application Tool for practice questions and focus capabilities.Belong in our diverse and inclusive workplace.
The strength of our workforce lies in its diversity and embracing difference.
If you require adjustments for the recruitment process, please contact us.
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