Introduction
The Service Coordinator at Service NSW in Queanbeyan leads the daily work of a busy, customer-facing service centre. You will coordinate workflows, supervise and coach staff, handle escalated enquiries and help improve the way services operate. This ongoing, full-time position is onsite, so your examples should make it easy to picture you supporting a team while customers are waiting and priorities are changing.
This guide explains how to apply for Service Coordinator with a clear plan for the three written components: your resume, cover letter and targeted-question responses. The two questions concentrate on managing a high-volume team and creating a high-performance culture. Start by choosing leadership examples that show the decisions you made, how you supported staff and what improved for customers.
Role snapshot
| Role | Service Coordinator |
| Organisation | Department of Customer Service |
| Location | Queanbeyan, onsite |
| Employment | Ongoing full-time |
| Remuneration | Service NSW Grade 6, $100,407 to $106,841 plus employer’s contribution to superannuation and annual leave loading |
| Closing date | 9:59 am Monday 26 October 2026, Sydney time |
| Job ID | 605316 |
Application requirements
- Resume, maximum 5 pages
- Cover letter addressing the role’s focus capabilities, maximum 2 pages
- Responses to 2 targeted questions, maximum 2 pages in total
Targeted questions
| How do you manage and motivate a high-volume service orientated team? | Maximum 2 pages for both responses combined | Start with a real team and explain the volume or service pressures you managed. Show how you allocated work, checked demand, coached staff and kept people informed during a difficult shift or busy period. Include how you supported motivation, then give the result using truthful evidence such as shorter queues, improved service quality, reduced rework or staff feedback. Explain your own leadership decisions. |
| How do you create a high-performance culture in a Service Centre? | Maximum 2 pages for both responses combined | Explain the standards and routines you put in place: clear expectations, practical feedback, coaching, recognition and a way for staff to raise service problems. Use an example that shows how you addressed a recurring performance issue and helped the team sustain an improvement. Connect staff confidence and accountability with accurate, consistent service for customers. |
Role conditions and eligibility
- The position is based onsite at Queanbeyan Service Centre.
- Flexibility is required for a rotating roster across the service centre’s operating hours, which may include Saturdays. Service NSW Award hours are 6:30 am to 7:30 pm Monday to Friday and 7:30 am to 3:30 pm Saturday.
- Employment is subject to a satisfactory national criminal record check.
Candidate requirements and evidence
| Coordinating a busy service environment | Show how you assessed demand, prioritised competing customer needs and moved staff or work to keep the service running. Explain the information you used and how you maintained service quality while managing volume. |
| Supervising, coaching and developing staff | Choose an example of giving useful feedback, building a colleague’s confidence or supporting a team through a change. Include what you observed, the support you provided and how you checked that performance improved. |
| Handling escalated customer matters | Describe a difficult enquiry or complaint that reached you as a supervisor. Explain how you listened, checked the relevant rules, supported the frontline employee and communicated an appropriate resolution. Protect the customer’s privacy when describing the example. |
| Improving service processes | Use a recurring service issue to explain a practical improvement you introduced. Identify the problem, who you consulted, how the change worked and the effect on customers or staff. Evidence of a small, sustained improvement can be persuasive. |
Example application structure
Targeted questions
| How do you manage and motivate a high-volume service orientated team? | Maximum 2 pages for both responses combined | Start with a real team and explain the volume or service pressures you managed. Show how you allocated work, checked demand, coached staff and kept people informed during a difficult shift or busy period. Include how you supported motivation, then give the result using truthful evidence such as shorter queues, improved service quality, reduced rework or staff feedback. Explain your own leadership decisions. |
| How do you create a high-performance culture in a Service Centre? | Maximum 2 pages for both responses combined | Explain the standards and routines you put in place: clear expectations, practical feedback, coaching, recognition and a way for staff to raise service problems. Use an example that shows how you addressed a recurring performance issue and helped the team sustain an improvement. Connect staff confidence and accountability with accurate, consistent service for customers. |
Use the cover letter’s two pages to introduce your relevant service leadership experience and address the focus capabilities in the role description. Open with the scale and type of team you have led, then develop examples of operational coordination, coaching and sound judgement with escalated enquiries. Check the role description before choosing your final examples so the letter addresses its actual focus capabilities.
Prepare the targeted responses as a distinct part of the application, using each question in full as a heading. Both answers must fit within two pages in total. For the first, explain how you manage demand and motivate people during high-volume service delivery; for the second, show the leadership routines that build a consistent performance culture. Use different examples where they add useful evidence, and keep enough space for your actions and results.
Tailor the resume around your supervisory responsibilities and achievements. Include team size, workload or transaction scale where you can substantiate it, and use selected bullets to show customer outcomes, staff development and process improvements. Keep the whole resume within five pages and make dates and job titles consistent across all documents.
Before you submit
- Check the role description and align the cover letter with its named focus capabilities.
- Keep the resume within 5 pages and the cover letter within 2 pages.
- Answer both targeted questions and keep the combined responses within 2 pages.
- Confirm that Queanbeyan onsite work and the rotating roster, including possible Saturdays, suit your availability.
- Use accurate examples and remove customer or staff identifying details.
- Allow time to submit before 9:59 am on Monday 26 October 2026, Sydney time.
Return to the official job ad and check the final portal instructions before submitting.
Help with your application
Choose your two leadership examples before you start writing. A clear account of how you organised the work, supported the people and improved service will give you useful evidence across the letter and targeted responses. Keep the early morning closing time in your calendar so the final check happens before the deadline.
If you want help developing those examples into a focused written application, explore Team 3Thirty’s customer service government application help at customer service application support.