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Senior Client Services Officer

4 weeks ago

Brisbane, Queensland, Australia Queensland Government Full time

Provide advice and day-to-day oversight of a team of Client Services Officers to deliver high quality client service to parties and the general public through QCAT's telephone enquiry line and front counter. There are 2 positions available.

As The Senior Client Services Officer You Will

  1. Oversee the delivery of the Client Service Officers (phone and front counter) including the provision of information or advice to help staff respond efficiently and effectively to client enquiries.
  2. Act as an escalation point for complex enquiries.
  3. Contribute and provide effective supervision to a team of Client Service Officers, ensuring a supportive and cohesive workplace environment for all staff.
  4. Oversee and train team members in the delivery of a professional QCAT service by establishing a work environment that supports staff and values personal development and drives quality improvement.
  5. Provide human-centred and trauma-informed service delivery and use of digital technology to improve service delivery and efficiencies.
  6. Recognise and action any risks including potential risks relating to Domestic, Family and Sexual Violence (DFSV), including anti-social behaviours of service users by collating available information and escalating to senior colleagues while ensuring your direct reports are supported.
  7. Have input into the management of workflows and team coordination to ensure accurate and timely data entry processing of all applications and correspondence including always identifying and dispatching urgent matters to the relevant teams and taking initiative.
  8. Ensure team adherence to customer service delivery standards and procedures as well as continuously improving the quality of services provided by the team.
  9. Ensure that accurate information is provided to parties or members of the public on the role of QCAT, its processes, procedures or legislative provisions in a professional and friendly manner.
  10. Support the team leader to manage complex enquiries from staff and members, the courts and external stakeholders on operational issues relating to a range of QCAT jurisdictions.
  11. Foster a work environment focused on continuous improvement through identifying and implementing business, process and technological improvements and its associated policy development.
  12. Participate in and complete QCAT initiatives and activities to support the achievement of the QCAT business plan and strategy.
Applications to remain current for 12 months.

Job Ad Reference: QLD/627139/25

Closing Date: Thursday, 3 April 2025

Occupational group: Customer Service/Call centre
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