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 opportunity:
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 2026 @ 9.59am
Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the 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 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-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
[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, 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
[email protected].
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
