Grade: Clerk Grade 9/10
Salary: $133,348 - $146,945 per annum plus super
Duration: Temporary (12 months)
Location: Parramatta

About the role
We are looking for a capable and motivated Coordinator, Mediation Services to join the team for a 12-month period. Mediation Services delivers mediation services for strata disputes across NSW.

This is a hands-on operational leadership role during a period of significant demand and change. You will coordinate day-to-day service delivery, make sound decisions about priorities and escalation, work closely with the Manager and other Coordinators, and help the team reduce backlogs and embed practical service improvements.

The role will suit an experienced operational leader who can work with minimal direction, see the service as a whole and translate improvement priorities into effective day-to-day practice. You will bring sound judgement, a collaborative approach and a strong focus on customers, staff and sustainable delivery.

Experience in mediation, dispute resolution, regulatory services or another complex customer-facing environment will be highly regarded. Mediation expertise is not essential where a candidate can demonstrate strong operational leadership, judgement and service-improvement capability.

What you’ll do:

Leading and coordinating day-to-day service delivery

Managing workflow, capacity, competing priorities and service risks

Working collaboratively with the Manager, other Coordinators and staff

Stabilising operations and supporting backlog reduction

Driving practical service and process improvements

Building capability, consistency and clear expectations

Using service information and customer feedback to identify emerging issues

Managing complex customer, quality and escalation matters

About you:

You are a proactive operational leader who can:

run a busy, complex service with minimal direction and maintain service continuity

exercise sound judgement, including recognising when an issue requires escalation

set priorities using risk, customer impact, readiness, capacity and service objectives

work constructively with the Manager, fellow Coordinators and staff

stabilise operations while progressing practical reform and backlog reduction

identify the bigger service picture, anticipate emerging issues and bring workable solutions

lead people through change by listening, consulting, setting clear expectations and following through

communicate clearly and succinctly with staff, customers and senior leaders

use evidence to monitor whether changes are working and adapt the approach when needed

Why join Mediation Services?

This opportunity offers practical responsibility for shaping how a high-impact public service operates during an important period of development. You will help strengthen operational performance, improve the customer experience and establish more consistent and sustainable ways of working.

Interested?
If you are an experienced operational leader who enjoys solving service-delivery problems, supporting people and turning improvement priorities into practical action, we encourage you to apply.

What we need from you:
An up-to-date CV (maximum 5 pages) and a cover letter of no more than 2 pages outlining how your knowledge, skills and experience are aligned to the role.
Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.
A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements

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 Hannah Harget 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: Wednesday 11th November 2026 [11:59pm]

Careers at Department of Customer Service
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