Customer Concierge Operator

1 month ago

Newcastle, Australia EDSICO Management Full time

**Agency overview**

At Service NSW we are a customer focused organisation, passionate about delivering a great customer experience, every day in every way.

Our culture is defined by shared values and behaviours that support the achievement of our 2015 Vision and Mission. Our success is based on living our shared values every day when we work with our customers and with each other.

Our vision is to be recognised as the distinctive leader in the provision of government services.

Our mission is to simplify the way customers do business with the government and to transform our customers’ experience through excellent service and quality at an optimal cost to serve. We’ll do this by:

- Putting our customers at the heart of everything we do.
- Delivering more choice.
- Making it easier to connect with us through a variety of easy to access channels; and,
- Innovating, improving, and simplifying how we do things.

**Our values serve as a compass for our actions. These are the three core values that we live by**:

- **Passion**

A great customer experience is our highest priority.
- **Teamwork**

We work together for positive customer outcomes.
- **Accountability**

We work to create value and take ownership for the customer experience end-to-end.

**Primary purpose of the role**
- Provide high quality generalist service as the first point of contact for Service NSW contact centre customers.
- Receive inbound calls, obtain necessary information, and utilise generalist knowledge to transfer customers to appropriate contact centre specialists in a courteous, accurate and efficient manner.
- Undertake administrative work as required to support the provision of high-quality service delivery.

**Key accountabilities**
- Utilise generalist knowledge and training to handle and share information with contact centre customers.
- Create a positive relationship in all customer interactions across all interaction channels, maintaining a professionally courteous and friendly manner. Ensure client satisfaction as a priority as assessed and monitored through customer feedback.
- Provide accurate, effective and high-quality customer service consistent with Service NSW vision, mission, values and business requirements as assessed by internal quality reviews.
- Develop and maintain a thorough knowledge of information resources and Service NSW operating practices and procedures.
- Provide in-scope enquiry resolution for inbound calls either by reference to the Service NSW digital channel or by transfer to a Service NSW specialist.
- Provide out-of-scope enquiry resolution for inbound calls by transfer or referral to the appropriate external agency or organisation.
- Provide enquiry resolution, update records and complete transactions for basic contact centre specialist agency services.
- Acknowledge and accurately record customer complaints. Escalate unresolved issues through appropriate channels.
- Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.
- Access and utilise various basic digital data storage systems to locate, provide and update customer information.
- Accurately create, update, and maintain Service NSW customer, interaction, and transaction records.
- Contribute to continuous improvement initiatives through new ideas and identification of opportunities to improve the efficiency of work processes. Contribute positively to the implementation of changes in the workplace.
- Make a positive contribution to the team, contact centre and organisational environments.

**Key challenges**
- Work within a high volume, high pressure, and constantly evolving contact centre environment. Adapt to changing priorities, rotating shift patterns and achieve both individual and team KPIs within defined service standards.
- Maintain a thorough up-to-date knowledge of information resources and Service NSW operating practices and procedures.
- Operate the contact centre telephony and other communication systems with accuracy and efficiency.
- Create a positive relationship in all telephone interactions by demonstrating a confident, bright and helpful phone manner.
- Efficiently assess and take ownership of customers' needs and provide prompt and accurate responses to deliver a positive outcome.
- Deliver specialist assistance across multiple basic agencies and campaigns. Accept enquiries across multiple skill types simultaneously, providing seamless transition from one enquiry type to another.
- Exercise tact, judgment and initiative when obtaining information from and sharing information with customers.
- Correctly identify and document issues that require referral to management.
- Deal with professionally and escalate as required enquiries and complaints from customers that present with uncooperative, disruptive, or abusive behavior.

**Role dimensions**

**Decision making**

**Reporting line**

The Customer Concierge Operator reports directly

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