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Service Coordinator

Service NSW

Service Coordinator Salary: SNSW Grade 6 ($91,004 - $96,835 plus employer's contribution to superannuation and annual leave loading) Location: Ballina Service Centre Employment Status: Full-time - ongoing opportunity If you are passionate about supporting teams to deliver positive face to face customer service experiences in a fast-paced environment, this could be the right role for you. We are currently recruiting for the position of Service Coordinator at our Ballina Service Centre. 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. To find out more about being a Service Coordinator click Here to access the Role Description.

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. 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-winn.


Date27 August 2023

Location -

type Full Time

Salary $91,004 to $96,835 plus superannuation

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