Advisor - Digital Communications

2 weeks ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**Digital Communications Advisor, Multiple Opportunities, Sydney based, flexible working, Grade 7/8**
- ** Ongoing role and multiple temporary roles (12 and 18 months)**
- Part-time arrangements will be considered.
- Play a part in giving 8 million NSW customers a practical and memorable online experience with the NSW Government.

The Department of Customer Service (DCS) includes dozens of agencies. Some of these agencies are large and well-known, others are smaller but still play a key role in the successful running of NSW.

We’re committed to building a culture of high-performance and results, full of highly engaged and talented people all working together to get the job done.

We are a leader in flexible working, career mobility and diversity. We use the latest digital collaboration tools.

We’re out to make the NSW Government the most customer-centric, digital government in the world. The Digital Communications team is at the heart of the Customer Service Department and supports the website needs of more than 30 agencies. Combined, their content receives more than 48 million visits per year, across more than 100 million page views. This means the team’s work is diverse and dynamic, and on any given day can affect millions of people.

The opportunity to grow your network is significant - You will work closely with other teams in the Brand, Digital and Communications branch, such as those responsible for campaigns and marketing, stakeholder engagement, media, social and video, leadership comms and strategic projects.

The team is highly collaborative and always open and respectful of new ideas. Enthusiasm and willingness to help others is highly valued and is rewarded with flexibility and recognition.

An Advisor is mid-seniority role in the team. You will be managed by a Senior Advisor who reports into the Manager weekly.

**Responsibilities include**:

- Content - produce high-quality copy that’s easy to read and understand.
- Customer journey - understand how customers will find your content and interact with it.
- Workflow management - receive, action, monitor and respond to service requests received by clients to expected standards and in a timely manner.
- Stakeholders - consult and collaborate with stakeholders to understand their needs and unique challenges, to build engagement and facilitate a high performing communications culture.
- Time management - effectively manage your time, working on simultaneous projects within defined timeframes while being flexible and resilient in interactions with stakeholders.

It’s also beneficial, but not mandatory (on the job training will be provided), to have knowledge in:

- Accessibility - ensure?digital content is inclusive, accessible and search optimised (SEO) to improve the customer experience.
- SEO - how to optimise content for improved search results.
- Analytics - how to analyse statistics and other data (e.g. Google Analytics making recommendations to improve customer experience.
- Customer experience - able to interpret research to understand the end-to-end customer behaviour's and improve customer experience.
- Skills in Squiz Matrix and Drupal Content Management Systems is a great advantage.

**To be successful in this role**:
You, like us, will put the customer at the centre of everything you do. You will be passionate, flexible, and excited to work on whatever the priority of the day is.
- Appropriate tertiary qualifications and/or demonstrated, equivalent, relevant professional experience.
- Excellent communication skills with both internal and external parties
- Demonstrated working experience in managing key stakeholder relationships and deadlines in a fast-paced working environment.
- High level attention to detail, organisation and prioritisation.

**What we need from you**:
An up-to-date CV and a brief cover letter of no more than 2 pages which clearly details your skills and experience as relevant to this role.

Salary Grade 7/8, with the base salary for this role starting at $101947 base plus superannuation.

**Closing Date: Monday, 30th January 2023 (09:59 am)**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

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