Service Coordinator
Salary: SNSW Grade 6 ($97,483 - $103,729 plus employer's
contribution to superannuation and annual leave loading)
Location: Wagga Wagga Service Centre (Hub of Tumut and
Narrandera Service Centres)
Employment
Status: Full-time – Ongoing, Onsite
We are currently recruiting for the position of
Service
Coordinator
at our
Wagga Wagga Service Centre
, however, you may be required as per
business needs to travel to spoke sites
Tumut Service Centre
and
Narrandera Service Centre
to
assist.
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.
About the chance:
Our Service Coordinators support
and coach a team of high performing customer service team members.
They ensure
efficient operations and quality service levels are maintained, act as the
escalation point for issues impacting customers, and perform ad-hoc financial
and admin duties.
This role requires a high degree of
face-to-face interaction and supports the Service Centre Manager in
coordinating the day-to-day operations of the Service Centre.
Please
note:
this recruitment will be used to fill this
specific role and create a talent pool for this specific location.
Key accountabilities
*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.
*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 operation.
*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 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.
Salary
Service NSW Grade 6 - base salary for this
role ranges between $97,483 - $103,729 pro-rata, plus employer's contribution
to superannuation and annual leave loading.
How to Apply
Attach an up-to-date
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 12th June **** @ 9.59am
Service
NSW uses multi-staged recruitment methods based on merit principles for
comparative assessment in accordance with the Government Sector Employment Act
****.
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 ****, 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.
Further Information
For enquiries relating to recruitment please contact Bryan
Kreltszheim via
******
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.
A talent pool, valid for 18 months, may be created for this position and used to fill future
vacancies.
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 ******.
For more information, please visit
Information
on some of the different types of disabilities
Information on adjustments
available for the recruitment process

📌 Service Coordinator Wagga Wagga (Australia)
🏢 the original
📍 Australia