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Client Services Manager

3 months ago

Brisbane, Queensland, Australia The State of Queensland Full time

Reform & Support Services; Queensland Courts Service; Courts and Tribunals; Brisbane City

Client Services Manager, is a key role in the Recording and Transcription Services team, responsible for the end to end processes of providing audio and transcripts to Queensland Courts and tribunals and Court users.

Reporting to the Executive Manager, RTS Operations, you will lead a team focused on excellent frontline service delivery in an atmosphere of continual improvement to ensure timely and accurate production and distribution of transcripts and audio.

Key Responsibilities:

• Lead the RTS Client Services team in the delivery of quality frontline services to Queensland Courts and Tribunals and Court users.

• Maintain ongoing operational relationships between the Department and the Transcription Service Providers (TSP) to ensure smooth delivery of Court transcripts.

• Operational performance monitoring of TSPs against contract obligations and liaison with contract manager regarding variations, risks of non-compliance.

• Provide advice on performance, risks and issues and actively participate in team governance.

• Working closely with the Business Services portfolio of RTS, proactively identify and develop improvement solutions for system and process issues.

• Ensure quality assurance processes are undertaken in relation to service KPIs and manage variation as required.

• Undertake other tasks as directed.

Applications to remain current for 12 months.

Job Ad Reference: QLD/568479/24

Closing Date: Friday, 14 June 2024

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .

Please ensure you download all attachments and follow the instructions on how to apply.

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We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity , including making any reasonable adjustments to support you through the recruitment process.

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