Team Support Officer

3 weeks ago

South Wharf, Australia DCA Careers Full time

Exciting career opportunity to advance leadership experience within our operational unit
- Enterprise Agreement Band 4T

The Role
Orikan is offering a rewarding opportunity as Customer Service Team Support Officer within our Customer Service team for an outstanding applicant to provide comprehensive support to Customer Service Representatives in the form of training, coaching, upskilling, performance/ quality monitoring and engagement activities. You will have a passion for customer service and a drive to achieve departmental goals and contractual objectives. With a strong focus on continuous improvement you will identify opportunities to enhance the customer service experience and support process efficiencies within the Contact Centre team.
The key responsibilities of the role will include but not be limited to:

- Administrating reporting on daily, weekly and monthly call stats and call centre stats for Team Leader feedback to clients and staff
- Answer enquiries, investigate and resolve issues that arise from clients via central inbox. Provide first level investigation support to Team Leader prior to response to client.
- Assist in training of new and existing staff employed in Local Government area on an ongoing basis
- Assist in the coaching and up-skill of Local Government agents to maximise the level of customer service and achieve departmental goals. Assist Team Leaders to develop coaching plans to address QA behavioural issues. Work proactively with Team Leaders to identify agents through QA results and observations for refresher training and coaching opportunities. Maintain a coaching log.
- Keep up to date of all new guidelines, procedures and legislation in order to efficiently and effectively assist and develop staff
- Provide first level support for floor enquiries (including escalations). Provide support as Point of Contact for Clients where Team Leaders are not available.
- Alert Team Leaders to potential areas of Performance Management based on coaching/QA results.
- Allocate daily tasks where needed
- Authorisation of fee removal and investigative case holds where required.
- Authorise and process changes to schedule as needed
- Provide overflow support for Call Centre as needed
- Other duties as assigned by Team Leader or General Manager from time to time
- Strong knowledge of current Local government legislation, guidelines and performance standards
- Good general knowledge of company procedure
- A strong willingness to support in training and coaching
- Exceptional written and verbal communication skills
- Strong Customer focus
- Initiative and enthusiasm

**If you are successful in this role, you will enjoy**:

- A supportive and friendly team environment;
- Stability to develop your career with an established and growth focused company; and
- A range of benefits as part of our Employee Benefit Program.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa with full working rights. Work eligibility will be confirmed as part of the recruitment process.
What's Next?
Orikan is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.

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