Client Service Coordinator

• Location: Parramatta/Hybrid
• Ongoing - Full-Time (35 HPW)
• Clerk Grade 5/6, base salary ($99,938 - $110,271), plus employer’s contribution to superannuation and annual leave loading

Your role

You will provide high level service and support directly to victims of crime through the provision of information, advice and referrals, and the management of applications for victims’ support.

The role also involves coaching and development of a team of Client Service Representatives to deliver a high level of service and support to victims of crime and the achievement of performance targets in the delivery of the Victims Support Scheme.

What you’ll do

You will be required to act with professionalism, objectivity and integrity to:

• Work in a trauma informed way to ensure that the needs of the client are holistically addressed
• Lead, develop and coach a team to deliver comprehensive client service and support for victims of crime.
• Manage more complex cases, and ensure a timely service that exceeds client expectations
• Take ownership for the client experience, providing first contact resolution and management of applications for victims’ support, and assist others to do the same
• Work collaboratively across Victims Services to ensure the effective administration of the Victims Support Scheme, and to identify and recommend improvements to policies, procedures and practices.
• Achieve and exceed all key performance indicators and performance targets
• Be aware of and comply with all relevant legislations and regulatory framework

What we’re looking for

• A leader to coach the team to achieve and exceed all key performance indicators and performance targets.
• Support the team to take ownership for the client experience, provide first contact resolution and management of their applications for victims’ support
• Build the capacity of staff to work in a trauma informed way to ensure that the needs of the client are holistically addressed
• High level support for vulnerable clients through ongoing commitment to customer service
• Demonstrate the ability to perform a multitude of administrative tasks in a busy, complex and high-volume work environment
• Contributing to the effectiveness of the Victims Support Scheme whilst maintaining a comprehensive knowledge of the range of services that Victims Services provides

The recruitment process inclusive of assessments for this role will commence prior to Christmas 2025 with interviews being held from 12 January 2026.

Download the role description.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career
• Flexible, autonomous work environment

• Competitive pay and conditions
• Training and development opportunities to build and maintain capabilities

• Health & Wellbeing and Employee Assistance Programs.

Want more information?  Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

1. Click apply
2. Attach an up-to-date résumé (maximum 5 pages)
3. Attach a cover letter (maximum 3 pages) with a brief outline on how you meet the Focus Capabilities of the role
4. Answer the two screening questions below (300 word maximum for each question), in the mandatory fields provided

• Describe a time when you were required to provide constructive feedback to staff to set clear performance standards. What actions did you take and what was the result?

• Describe a situation where you had to explain legislative or policy requirements to a client who was confused and overwhelmed. How did you communicate the information, and how did you ensure they understood their rights and responsibilities?

Applications close: Sunday 14 December 2025 at 11:59pm AEDT.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Crystal Pegg at crystal.pegg@dcj.nsw.gov.au.

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please contact Maren Heldt | Talent Acquisition Officer, via 0447 682 014 or maren.heldt@dcj.nsw.gov.au.

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Applying for DCJ jobs on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/