Senior Registry Coordinator

Expression of Interest – 6 months

Senior Registry Coordinator
Grade: Clerk 9/10 ($133,348 - $146,945 + Super)
Duration: EOI 6 months
Closing Date: Tuesday, 24th November (9:59AM)
Location: Darlinghurst, Sydney

About the Role:
We are seeking an experienced and motivated leader to lead the delivery of high-quality registry and customer services within the Personal Injury Commission.

As a Senior Registry Coordinator, you will provide leadership, direction and operational oversight to a team responsible for managing customer enquiries and registry functions. You will play a key role in ensuring services are delivered efficiently, consistently and in line with legislative requirements, while driving a culture focused on customer service, accountability and continuous improvement.

This role is ideal for a people-focused leader who enjoys developing capability, improving processes and working collaboratively to deliver positive outcomes for customers and stakeholders.

About Us
The Personal Injury Commission is an independent tribunal within the NSW justice system that resolves disputes involving workplace injuries, motor accident injuries and more recently, police officers injured in the course of their duties.

 We are committed to delivering fair, independent and efficient dispute resolution services and strive to provide a positive experience for all customers who interact with the Commission. Our people are central to achieving this vision, and we foster a collaborative, inclusive and high-performing workplace culture.

 You can read more about the Personal Injury Commission  here .

 In this Role you will:

•  Lead and support a team delivering high-quality registry and customer services.
  
•  Drive service excellence by monitoring performance, identifying opportunities for improvement and implementing practical solutions.
  
•  Provide expert guidance on complex enquiries, policies, procedures and registry matters.
  
•  Build team capability through coaching, mentoring and knowledge sharing.
  
•  Monitor emerging risks, trends and operational issues and implement strategies to address them.
  
•  Collaborate with stakeholders across the Commission to ensure timely and effective service delivery.
  
•  Contribute to business improvement initiatives that enhance customer experience and operational performance.

 To be successful in this role you will demonstrate:

• Proven experience leading and developing teams in a high-volume, customer-focused environment.
  
• Strong operational leadership skills, with the ability to manage competing priorities and achieve service delivery outcomes.
  
• Excellent communication and stakeholder engagement skills, with the ability to build productive relationships at all levels.
  
• Sound judgement and problem-solving skills, particularly when managing complex or sensitive matters.
  
• Experience identifying and implementing process improvements that deliver measurable business outcomes.
  
• The ability to interpret and apply legislation, policies and procedures in a practical and customer-focused way.
  
• A commitment to fostering an inclusive, collaborative and high-performing team culture.

How to Apply:

Submit an updated resume (maximum five pages) and a cover letter outlining your experience, skills and suitability for the role.

If you have any further questions, please contact Lorraine Tesoriero, A/Manager Registry & Disputes via email at Lorraine.tesoriero@pi.nsw.gov.au

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 Marina Hana via marina.hana@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: Tuesday, 24th November (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 8276 8130 or csrecruitment@customerservice.nsw.gov.au.

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