Service Improvement Consultant

3 days ago


Macquarie Park, Australia Ethos BeathChapman Full time

**Job Details**:
**Location**

Macquarie Park

**Salary**

$750 - $820 per day

**Job Type**

Contract

**Ref**

BH-176601

**Contact**

Lauren Atkinson

**Posted**

about 5 hours ago

**Primary purpose of the role**
Our client, a leading NSW Government Department are looking for a Service Improvement Consultant to join their team on a 9 month contract with potential for extension.
- The role works to design and implement service improvement projects and initiatives, including the introduction of new services and self-service options for customers. The role will implement effective knowledge management to assist staff and suppliers to provide improved customer experience and increased operational efficiency.**Key accountabilities**
- Analyse complex issues escalated from management and the Facilities Management and Fleet Services teams, to understand the root causes for recurring service quality problems.
- Based on detailed analysis, develop and implement service improvement initiatives and projects to resolve systemic issues, addressing system and process changes as required.
- Work closely with Workplaces and Facilities Management and Fleet Services to document, simplify, consolidate and automate processes and procedures to drive customer experience improvements.
- Ensure that during the service transition process, the impact on customers is mínimal with good quality knowledge and information available to both customers and front-line staff.
- Manage the planning of resources and capacity for service transitions, and implement a rigorous framework for evaluating service capabilities and risk profiles before new or changed services are deployed.
- Ensure that clear procedures and guidelines are in place for Facilities Management providers to drive consistency of service delivery across sites and increased workplace experience.

***

**Key knowledge and experience**
- Demonstrated experience in delivering projects that have a measurable impact on service delivery, performance standards and customer experience. of systems, processes and/or improvement initiatives



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