<p><span style=""><p><strong>Service Coordinator<br>Service NSW Grade 6<br>Full Time Ongoing<br>Liverpool Service Centre<strong><br><br><br><strong>About Service NSW<strong><br><br>Service NSW is making it easier for people and businesses across NSW to access government services.<br><br>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.<br><br>Our customer-centric solution offers simpler and faster access to government transactions through our digital channels,
a 247 phone service and an expanding network of Service Centres.<br><br>We currently partner with more than 50 agencies to offer in excess of 1,000 NSW Government transactions including driver licences, vehicle registration renewals, applications for birth certificates, Senior Cards, Housing NSW payments, fines, contractor licences and many more.<br><br><strong>About the Role<strong><br><br>We are looking to build a strong team of customer service leaders for our Service Centres. <p><br><p>This role requires a high degree of face to face interaction and support to the Service Centre Manager in the form of employee management and various financial and administrative duties when required. <p><br><p>You will lead education on Digital Services to frontline team members.<p><br><p>If you are passionate, tech savvy and a dynamic leader capable of managing change to achieve this exciting digital transformation for our customers we want to hear from you.<br><br><strong>Key Accountabilities:<strong><br><br>• Monitor 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. <p><br><p>• 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. <br>• Develop, apply and maintain high level specialist knowledge relevant to Service NSW products, processes and operating practices and procedures. <br>• 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 operation. <br>• 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. <br>• 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. <br>• 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. <br>• Contribute to the development and implementation of policies, procedures and protocols for the service centre team.<br><br><strong>Hours of Work<strong><p><br><p>Service Centre operating hours are: Monday – Friday 8am – 6pm and Saturday 8:30am to 3:00pm. <br>This full-time role requires you to work 35 hours per week, with flexibility required to work on a rotating roster across the operating hours of the centre over 5 working days.<strong><br><br>Salary<br><br><strong>SNSW Grade 6 package includes base salary range of $83,639 to $88,997, plus employer's contribution to superannuation and annual leave loading. <strong> <br><br>To apply<br><br><strong>Provide a covering letter and resume (Resume not exceeding 2 pages) that details your experience and how you meet the capabilities of the role.<p><br><span><p><br><p><span style=""><strong>Further information:<strong><span><p><br><p><span style="">Click <a href="s:app.box.comsea60t4hsyeohjz6u0py7cyixxfim961l">Here<a> to access the Role Description<span>. <p><br><p><span style="">For enquiries relating to recruitment please contact Tiffany Martin via [email protected]<span><p><br><p><span style="">For enquiries relating to the role
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