Process Improvement and Training Officer

2 weeks ago

Ballarat, Victoria, Australia Service Victoria Full time
The Opportunity

As we grow and become a more 'everyday' part of Victorian lives, we're adding new services and upgrading existing ones.

We're looking at the potential of digital licenses, online proof of identity, accounts and payments. And these services have to be simple and fast through our mobile app.

You'll also get the chance to work on continuously improving our service offering by bringing in structured improvements based on data analytics and insights from customer experience officers.

About the role

Working within our Digital Customer Support team, you will ensure a top class support experience for our customers and Victorian agency stakeholders by operating and continuously improving our critical 1st line support capabilities.

You will be responsible for ensuring our Customer Experience Officer (CxO) team have the required skills and knowledge required to provide high quality responses to our customers to ensure the experience they have with our team is a positive one, and for identifying process improvements to improve the efficiency of operations and improve customer service.

Key responsibilities

Creating and maintaining knowledge management content in Salesforce
Developing online training content for the CxOs and subsequent assessment
Providing comprehensive training and knowledge transfer for new, and existing team members

Creating new content and providing refresher training
Liaising with content writers and other external parties to further develop communication and increase customer satisfaction
Working with Delivery Leads to ensure smooth onboarding of new transactions by creating documentation and transaction flows for each transaction
Negotiating, advising, and influencing others whilst working collaboratively to make decisions

Undertaking ongoing CxO process and quality reviews around case management, knowledge and customer interaction
Assisting with complaint handling and escalation tasks as required
Performing root cause analysis to identify opportunities to enhance the product knowledge and the customer service experience, including making recommendations to the Operational Team Lead, Contact Centre Manager and product team for improvements
Working collaboratively with the Operational Team Lead and Contact Centre Manager to identify and implement process improvement opportunities
Undertaking administrative duties as may be required including tasks such as meeting organisation, recording meeting minutes, reporting and assisting with recruitment

Key selection criteria

  • Experience in updating and maintaining Salesforce knowledge management system
  • Proven experience working with data to enable continuous improvement in our knowledge systems
  • Flexible, proactive, and results driven, with strong interpersonal and stakeholder management skills
  • Experience using customer relationship management tools and webchat systems
  • Demonstrates exceptional and empathetic verbal and written communication skills.
  • Proactive problem solver with a genuine passion for coaching and training CXOs providing high quality customer support and process improvement
  • Passionate about providing exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support to ensure customer expectations are met or exceeded.
  • Proven ability to define procedures and work instructions
  • High level of attention to detail
  • Proven ability to work in a dynamic and fast paced environment
  • Previous experience in a customer support related role supporting multiple communication channels, including live chat and phone support
Desired qualifications / practical experience

Certificate IV in Training and Assessment
Experience with Studio IQ beneficial
Previous Litmos experience

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