This is a Senior Coordinator, Mediation role with NSW Department of Customer Service based in Sydney, NSW, AU NSW Department of Customer Service Role Seniority - senior More about the Senior Coordinator, Mediation role at NSW Department of Customer Service Senior Coordinator, Mediation Clerk Grade: 9/10 Employment Type: Ongoing, Full-time Salary: Base $129,464 - $142,665 per annum plus superannuation Location: Parramatta office 4PSQ (Hybrid work arrangements - attendance required 2 - 3 days per week). This role sits within the NSW Fair Trading, Rental Branch, Mediation team. An exciting opportunity has arisen within NSW Fair Trading, Rental Branch for a Senior Coordinator, Mediation. About the Team The team provides impartial, timely voluntary proactive mediation and guidance helping parties reach agreement, resolving disputes early, and preventing escalation to NCAT where appropriate, to encourage and maintain trust in the rental system, whilst upholding regulatory standards. Be Part of the Future of Fair Trading At NSW Fair Trading, we've been on an exciting journey of transformation - reimagining how we deliver for the people and communities of NSW. Through our recent organisational realignment, we've built a new operating model designed to put customers at the centre of everything we do, strengthen our regulatory impact, and enable our people to thrive. We're creating a more modern, responsive and risk-based Fair Trading - one that understands the needs of people and businesses, embraces collaboration and innovation, and delivers better outcomes across the rental, strata, property and consumer markets we serve. This next phase brings new and exciting opportunities to join us in shaping "the new way" - where you can help design smarter regulation, improve customer experiences, and make a real difference for the people of NSW. If you're someone who: Thinks deeply about the needs of people and communities, Is motivated by great outcomes, not just processes, and Wants to be part of an organisation that's transforming how regulation works - …then there's a place for you in our future. Join us as we build a Fair Trading that's fit for the future - one that's customer-centred, evidence-driven, and proudly focused on public value. About the Role As the Senior Coordinator, Mediation you will lead a team responsible for delivering efficient and fair dispute resolution services between consumers and businesses. You will oversee the end-to-end management of complex matters, ensuring high-quality decision-making, continuous improvement, and a positive customer experience. Your Responsibilities Will Include Lead and manage a team delivering dispute resolution services in accordance with legislation and NSW Fair Trading policies. Oversee complex disputes and escalations, providing expert advice and quality assurance. Foster a customer-centric and performance-driven culture within the team. Monitor workloads, service delivery, and compliance with performance targets. Contribute to process improvement, stakeholder engagement, and staff capability development. About You We are seeking a confident and customer-focused leader who: Has experience managing teams in dispute resolution, customer service, or regulatory environments. Demonstrates strong interpersonal, analytical, and conflict resolution skills. Excels in stakeholder management and collaborative problem-solving. Has a sound understanding of relevant legislation and dispute resolution practices. Holds tertiary qualifications and/or equivalent experience in dispute resolution, law, management, or a related discipline. When Applying Provide a cover letter (maximum 2 pages) and resume (maximum 5 pages) that outline your experience and how you meet the role's key capabilities. 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 Judy Torres via Judy.Torres@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: Monday 30th March 2026 (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 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 Judy.Torres@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 Desired Skills and Experience Disputes Customer Service Leadership Case Management Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Customer Service team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading and managing a team Overseeing complex disputes Fostering a customer-centric culture Key Strengths ⚖️ Dispute resolution Customer service Leadership Analytical skills Stakeholder management ️ Conflict resolution A Final Note: This is a role with NSW Department of Customer Service not with Hatch.
