Advisor (Digital Support)

2 weeks ago


Brisbane, Queensland, Australia Transport and Main Roads Full time

Some of your responsibilities will include: - Assist in developing and making recommendations regarding procedures and strategic options including services and processes, which will lead to the improvement of Digital Support for our customers. Conduct research and analysis of calls, messages, and data to create and maintain a Digital Support Training Program and support materials that can beutilised by Customer Services Branch. Foster and maintain strong and effective relationships with all key stakeholders across Customer Services Branch in order to build engagement and coordination between business areas to more accurately capture online customer 'pain points' and inform future investments and improvements. Use initiative and resourcefulness to deliver timely and effective results and to organise work within agreed timeframes and with minimum supervision.
Requirements of the role

  • Knowledge of, or ability to quickly learn Customer Contact Centre processes, in particular, the support of our online services and digital products Training Design and Delivery experience. Work to key deliverables for the Customer Services Branch, including coordination and delivery of knowledge sharing sessions, coaching to improve callflows/interactions, development and monitoring of quality assurance targets for Digital Support. Participate in a team environment, ensuring effective communication and providing appropriate feedback and support to other team members. Comply with public sector legislation, standards, policies, practices, and procedures.
Applications will remain current for 12 months.
This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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