Senior Coordinator Business Operations
Complaints, Building Commission NSW
Grade: Clerk grade 9/10
Location: Hybrid working model with office attendance required 2 days per week (Parramatta, Sydney, Gosford, Albury, Wagga, Dubbo and Maitland)
Term: Temporary, Full-Time - up until 31 March 2027
About the Building Commission NSW
The Building Commission is not only the industry regulator, but also a collaborator with consumers and industry to ensure standards, capabilities, capacity and resilience continue to be lifted across the sector to deliver quality homes and meet the state’s housing targets.
Building Commission NSW is an outstanding place to work due to its commitment to innovation, collaboration and professional development. With a focus on transparency and accountability, the commission cultivates a culture of integrity and responsibility.
Those who join the organisation can be confident in contributing to meaningful work that positively impacts the greater community, making it an exciting and fulfilling place to build a career.
About Building Commission Complaints team
The Complaints team manages a high volume of enquiries, complaints and dispute resolution matters from consumers and businesses across NSW. We help people understand their rights and obligations, resolve disputes, and navigate legislation administered by Building Commission NSW.
About the role
As the Senior Coordinator Business Operations, you’ll support and drive quality improvement across the Complaints team, including improving processes, systems, reporting and operational consistency.
The role may have direct reports and will help uplift team capability through practical guidance, training, knowledge management and continuous improvement initiatives. Working closely with leaders and staff, you’ll help strengthen day-to-day operations and support high quality service delivery.
Responsibilities include:
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Lead and support business improvement, quality uplift and operational projects.
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Develop, review and implement processes, procedures, guidance material and resources.
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Monitor performance, service standards, trends and KPIs to identify improvement opportunities.
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Prepare reports, briefings and recommendations to support decisions.
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Coordinate operational planning, priorities and deliverables.
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Support governance, risk, compliance and quality assurance activities.
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Provide advice and practical support to staff on policies, systems and processes.
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Coach, guide and support staff, including direct reports where required.
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Build productive relationships with internal and external stakeholders.
Key requirements:
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Experience coordinating business operations, projects, programs or regulatory activities.
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Strong planning, stakeholder engagement and project coordination skills.
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Ability to review processes, identify issues and implement practical quality improvements.
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Strong communication skills, including reports, briefings and recommendations.
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Sound analytical and problem-solving skills, including using data to support decisions.
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Commitment to customer service and high-quality outcomes.
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Experience applying legislation, policy, procedures or regulatory frameworks.
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Leadership capability, including coaching, guiding and supporting staff.
If you’d like to know more about this amazing opportunity, you are encouraged to contact Amy Randazzo on
[email protected]
How to apply
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Submit an up-to-date CV (maximum 5 pages) and a brief cover letter (maximum 2 pages)
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Combine your CV and cover letter into a single document when submitting your application
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Ensure your application clearly outlines how your skills and experience align with the requirements of the role
For any recruitment related queries please contact Talent Advisor, Afrah via
[email protected]Salary Grade 0910, with the base salary for this role starting at $133348 base plus superannuation
For enquiries relating to recruitment please contact Afrah Saied via
[email protected].
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 may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: Monday, 27th July 2026 (09:59am)
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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or
[email protected].
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
