• Job Description

  Req#: req43695

  Senior Coordinator
  Clerk Grade: 9/10 Salary : $129,464 - $142,665
  Employment Type: Ongoing full-time
  Location: Base sites are flexible at any Revenue NSW location with hybrid working supported
  
  This role sits within the Fines and Debt Division of Revenue NSW in the Operational Support team
  
  The opportunity
  Join a high performing team in this dynamic and fast paced role where you will be responsible for leadership and coordination of the Operational Support team in supporting Fines & Debt through provision of workforce and workflow management, development of innovative tools and technology and end-to-end system support, working beside the Planning and Operational Performance teams to deliver a past, present, future focus on performance outcomes.
  
  About us
  Operational Support sits within the Performance stream of Fines and Debt. The Operational Support team is responsible for a range of activities that support and facilitate the delivery of business operations across all Fines and Debt.
  The team has diverse and dynamic areas of responsibility, including:

  • Workforce planning and intraday support for our operational teams
  • Maintenance and deployment support of our operational tools and technology, including Genesys products, telephony, in house CRMs and customised tools
  • Providing critical back-end system support for customer systems including Debtrak, FES and IMPS.
    

  Your day-to-day

  • Collaborate with multiple stakeholders to align staffing with business needs in addition to communicating changes to workforce and workflow forecasts and schedules across Fines and Debt.
  • Identify opportunities to improve processes or systems and analyse data to identify the changing needs of our business and customers.
  • Coordinate resources and lead a multi-faceted team to achieve agreed outcomes whilst performing under pressure with competing priorities and deadlines

  To be successful in this role you will demonstrate:

  • Proven experience in leading teams in workforce planning and workflow management within a contact centre or operations environment.
  • Proven experience in staff development and capability building in a team environment.
  • Demonstrated experience in developing, implementing and monitoring business systems, procedures and methods, adapting processes and techniques to facilitate effective business operations and make recommendations to improve efficiency, cost management and service delivery.
  • Lead, manage and/or contribute to continuous improvement and optimisation of business processes to meet business strategies and improve customer experience
  • Strong analytical skills, including the ability to interpret workforce and workflow performance and prepare reports to present findings and recommendations.
  • Excellent communication and negotiation skills, including the ability to develop and maintain collaborative and inclusive networks with internal and external stakeholders
  • Ability to work under pressure and make quick decisions in a dynamic, fast-paced environment.

  About Revenue NSW
  
  Revenue NSW is the state’s principal revenue management agency. We are part of the Department of Customer Service. Our purpose is to contribute to a prosperous, safe, and fair society by collecting revenue, resolving fines, administering grants, and recovering debt.

  Salary Grade 9/10, with the base salary for this role starting at $129,464 base plus superannuation

  Click Here to access the Role Description . For enquiries relating to recruitment please contact Neha Bajaj via neha.bajaj@customerservice.nsw.gov.au.

  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.

  Closing Date: 1st August 2025, Friday at 10 am

  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 neha.bajaj@customerservice.nsw.gov.au or 02 9494 8351.

  For more information, please visit
  

  Information on some of the different types of disabilities

  Information on adjustments available for the recruitment process

  
  

• About the company

  The Government of New South Wales, also known as the NSW Government, is the Australian state democratic administrative authority of New South Wales.

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