Business Improvement
1 week ago
Business Improvement & Integration Leader Smart Service Qld; Service Delivery & Operations; Queensland Government Customer & Digital Group; Brisbane Smart Service Queensland (SSQ) is the primary contact point for customers to access Queensland Government services, delivering over 260 services on behalf of the Queensland Government through multiple channels including phone, counter and online.
We're seeking a talented individual to join our team in a role where you can truly make an impact to the lives of Queenslanders.
The Business Improvement and Integration Leader (Disaster) will be a key member of a specialist Disaster Management team within Smart Service Queensland.
You will assist the Manager in driving a continuous improvement agenda across cross-functional teams, lead initiatives relating to Disaster Management service delivery and support the implementation of Disaster Management projects whilst developing response and resilience strategies what will highlight risks and opportunities to benefit Smart Service Queensland Service delivery to Queenslanders right across prevention, preparedness, response and recovery.
Key responsibilities include:
- Support the rollout of new services, business improvements and integrated multichannel solutions spanning telephone, face-to-face and virtual operations where possible with a particular focus on disaster management.
- Contribute to the successful delivery of relevant projects across SSQ, by providing contact centre expertise and advice to relevant project groups and stakeholders.
- Support the implementation of operational changes across the branch (e.g., service integration projects, campaigns, and information technology upgrades), to ensure the effective delivery of our services.
- Contribute to the design and support the delivery of a communications and engagement plan for Smart Service Queensland's Contact Centre.
- Foster and drive a culture, that encourages change and innovation across the contact centre that encourages, achievement, learning and development, and maximises satisfaction for clients, customers and team members.
- Understand and increase expertise in new technology and identify where benefits for communication between citizens and Government may be realized.
- Provide active leadership support in the event of a declared disaster as required.
This may include providing support to frontline staff, assisting the Contact Centre Management Team or stepping into a role defined by the Smart Service Disaster Management Team (DMT).
Applications to remain current for 12 months.Job Ad Reference:
QLD/567427/24 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.Documents Before applying for this vacancy please ensure you read the documents below.
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This recruitment portal is your gateway to a wide range of graduate program positions on offer in the Queensland Government.
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