Senior Coordinator

Senior Coordinator
Grade: Clerk 9/10
Employment Type: Full time, Ongoing x 1 (a Talent Pool will be created)
Location: Hybrid opportunity, located in Lithgow, Maitland, Gosford, Parramatta, Wollongong.

It is expected that you will work principally from the office as per DCS policy.
The Exceptions Senior Coordinator, role sits within Revenue NSW, Fines and Debt, Operations, Process and Recoveries.

About the role

The Exceptions Team supports a diverse range of work queues, with a strong focus on improving end-to-end customer experiences and outcomes through system optimisation, streamlined processes, and enhanced functionality. The role supports the delivery of business projects and strategic initiatives, drives business outcomes, undertakes data analysis, and implements operational improvements across the team.

We are seeking a motivated and collaborative Senior Coordinator who can bring structure, visibility, and momentum to organisational initiatives. This role is ideal for someone who enjoys building strong relationships, solving complex problems, and enabling others to succeed.

Working closely with leaders and teams across Process and Recoveries, you will help improve how we plan, communicate, monitor progress, and respond to emerging opportunities and challenges. A key component of the role is leading and supporting change initiatives, ensuring teams are engaged, adaptable, and equipped to successfully navigate evolving business and customer needs. You will drive a culture of continuous improvement, customer engagement, and effective debt resolution while promoting positive change outcomes that enhance operational performance, customer experience, and business results.

Your day-to-day

• Collaboration across Operations to increase awareness of business process (closely working with other teams to improve processes)
• Support the delivery of key initiatives across a broad portfolio of complex projects that will deliver on the Organisation's priorities
• Managing complex, sensitive information and consultations and building trust with diverse stakeholders and partners within agreed timeframes, considering their varying expectations, viewpoints and interests
• Share information across teams and units to enable informed decision making
• Tailor communication to diverse audiences
• Support research and recommendations from data and customer insights to support evidence-based operational planning and decision making
• Ensuring all operational activities adhere to relevant compliance standards, policies, and procedures through regular monitoring, documentation, and reporting
• Maintain comprehensive and up to date knowledge of legislation, policies, procedures and business rules
• Contribute to change through continuous improvement and innovation.

To be successful in this role you will demonstrate:

• You possess an inquiring and investigative mindset and show evidence of critical thinking and problem solving.
• You have excellent collaboration and communication skills; be willing to listen to varying views from multiple stakeholders and develop workable solutions.
• You possess excellent written and verbal communication skills with a high level of attention to detail
• A proven ability to manage conflicting priorities, working to deadlines and be empathetic towards operational demands
• Demonstrating experience in supporting high profile and complex business projects or initiatives with cross functional stakeholders
• Demonstrating your ability to maintain stable performance under pressure and/or opposition (such as time pressure, ambiguity, uncertainty, and stakeholder resistance)
• Ability to understand and interpret the Legislation under which we work
• Critical thinking skills to work through challenging situations and seek alternatives to resolve complex issues

About you:

• A leader who will deliver results through positively engaging their team.
• An analytical thinker who can think outside the box to solve complex problems.
• A flexible worker who can adjust their capabilities to suit a variety of stakeholders.
• A trusted source of expertise in reading, interpreting and applying legislation and business rules.
• Thrives around people, working towards collaborative relationships with internal and external stakeholders.
• A strong background in the Fines Act 1996.

To Apply
Please submit your resume (4 pages max) and cover letter (2 pages max) outlining your suitability for the role.



Salary Grade 9/10, with the base salary for this role starting at 133,348 base plus superannuation.

Click Here to access the Role Description. For enquiries relating to recruitment please contact Thomas Ting-Shelley via ••••@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.

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: Friday 28th of August at 9:59am

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 •••• •130 or ••••@customerservice.nsw.gov.au.

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