Job Title

Service CoordinatorSalary:SNSW Grade 6 ($97,483- $103,729plus employer''s contribution to superannuation and annual leave loading)Location:YoungService Centre(Hub ofCootamundraand WestWyalongServiceCentres)Employment Status:Full-time Ongoing, OnsiteWe are currently recruiting for the position ofServiceCoordinatorat ourYoungServiceCentre,however, you may berequiredas per business needs to travel to spoke sites atCootamundraService CentreandWest WyalongService 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 andoperatein such a way that team members maybe requiredto work between locations.About the opportunity:Our Service Coordinatorssupport and coach a team of high performing customer service team members. They ensure efficient operations and quality service levels aremaintained, act as the escalation point for issuesimpactingcustomers, 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*Monitorthe provision oftimely, high-quality service to customers of NSW Government consistent with Service NSW vision,missionand 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 ofoptimallevels of service to customers consistent with Service NSW vision,missionand values.*Develop,applyandmaintainhigh level specialist knowledge relevant to Service NSW products, processes and operating practices and procedures.*Maintainefficient and effective operations in the service centre,identifythe cause of long waiting times inqueuesandallocateresources 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,proceduresand protocols for the service centre team.Hours of workService Centre operating hours vary between locations. You can check the opening hours for each Service CentreHere.The Service NSW Award hours are 6:30am 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you maybe requiredto work during these hours.Flexibility isrequiredto work on a rotating roster between the Service Centres 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.SalaryService NSW Grade6- base salary for this role ranges between $97,483- $103,729pro-rata, plus employer''s contribution to superannuation and annual leave loading.How to ApplyAttach an up-to-datecover letter and resumethat 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 foundHere.Closing Date: Friday 6th March Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessmentin accordance withthe 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 NSWService NSWis 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 withcutting edgedigital 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 InformationFor enquiries relating to recruitment please contactBryan Kreltszheim viaClick Here to access the Role Description. Visit the Capability Application Toolto 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 ServiceA 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 02 9494 8351.For more information, please visitInformation on some of the different types of disabilities Information on adjustments available for the recruitment process