Senior Coordinator - Customer Care, Intake and Triage
Salary range : $125,693 – $138,510 + superannuation and leave loading
Duration : Ongoing, Full-time
Applications Close : Thursday 6th March 2025 (9 : 59am)
Location : Parramatta, Gosford, Newcastle, Wollongong or suitable regional location, subject to office capacity. Office attendance required 2 –3 days per week.
About the role :
An exciting opportunity has become available for a Senior Coordinator to lead a newly created team within Issues Resolution. The establishment of the Customer Care, Intake and Triage team is designed to deliver on our key strategic priorities and will play an integral role in delivering clear and customer-centric services. This newly formed team will deliver further improvement in the triaging, prioritisation and allocation of customer complaints and enquiries and the identification of trends and emerging harms. This is a rare and exciting opportunity to be involved in the design and establishment of this new, integral team.
About you :
* Strong customer service experience with specific experience managing and leading teams to provide exceptional customer service.
* Strong leadership skills with specific experience in managing and leading operational staff in the handling of complaints in a high-volume, high-pressure environment.
* Resilience and the ability to manage competing priorities while dealing with a diverse range of complex matters in a high volume, customer focused environment.
* Experience in a regulatory environment and the ability to research, interpret and apply policy and legislation.
* The ability to apply risk-based assessment processes to make efficient, transparent and impartial decisions.
* Experience in providing specialist advice and recommendations on operating procedures and legislative reform.
* Strong written and verbal communication skills.
What we need from you :
Please submit your resume of no more than 5 pages, including a cover letter of no more than 2 pages, sharing your motivation for applying for the position and demonstrating your capability and relevant skills.
Salary Grade 9 / 10, with the base salary for this role starting at 125,693 base plus superannuation.
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.
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 9273 3888.
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