Business Improvement

3 weeks ago

Brisbane, Queensland, Australia Department of Transport and Main Roads Full time

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

As the Business Improvement and Integration Leader (Disaster), you will:

  • 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 Digital Customer (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 Digital Customer (SSQ)'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 realised.

Applications to remain current for 12 months.

Occupational group Administration
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