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Process Improvement

1 month ago

Ballarat, Australia Service Victoria Full time

Are you looking for a role where you can use your training, communication and continous improvement skills in a contact centre setting?
Working within our Digital Customer Support team, you will ensure a top class support experience for our customers and Victorian agency stakeholders by operating and continuously improving our critical 1st line support capabilities. You will be responsible for ensuring our Customer Experience Officer (CxO) team have the required skills and knowledge required to provide high quality responses to our customers to ensure the experience they have with our team is a positive one, and for identifying process improvements to improve the efficiency of operations and improve customer service.
Key responsibilities
- Creating and maintaining knowledge management content in Salesforce
- Developing online training content for the CxOs and subsequent assessment
- Providing comprehensive training and knowledge transfer for new, and existing team members
- Creating new content and providing refresher training
- Liaising with content writers and other external parties to further develop communication and increase customer satisfaction
- Working with Delivery Leads to ensure smooth onboarding of new transactions by creating documentation and transaction flows for each transaction
- Negotiating, advising, and influencing others whilst working collaboratively to make decisions
- Undertaking ongoing CxO process and quality reviews around case management, knowledge and customer interaction
- Assisting with complaint handling and escalation tasks as required
- Performing root cause analysis to identify opportunities to enhance the product knowledge and the customer service experience, including making recommendations to the Operational Team Lead, Contact Centre Manager and product team for improvements
- Working collaboratively with the Operational Team Lead and Contact Centre Manager to identify and implement process improvement opportunities
- Undertaking administrative duties as may be required including tasks such as meeting organisation, recording meeting minutes, reporting and assisting with recruitment

Who we are
Service Victoria is the one place to go for government services. We deliver modern government services designed around people's needs. So far we've delivered more than a billion transactions, including for QR code check-ins, car registration payments, ambulance subscriptions, vouchers and cashbacks to help reduce the cost of living, and more. Our work enables Victorians to easily access to over 100 of the most popular government services through Service Victoria's mobile app and website. It's our job to make things easy for customers and we're proud of our track record so far. Customer satisfaction with Service Victoria is consistently high at more than 95 per cent and our app was the most downloaded in Australia in 2021. We're always developing exciting new well-targeted products. At present we are working on a digital wallet where people can store their licences, certificates and other government-issued identity and accreditation documents.The Service Victoria culture is dynamic and fast-paced, and the way we work is highly collaborative. You'll be based in our GovHub in Ballarat.
This position is only open to applicants with relevant rights to work in Australia.
- a resume
- a cover letter which addresses the key selection criteria (within three pages)

**Other relevant information**:
Service Victoria actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disabilities. All roles at Service Victoria can be worked flexibly, however it may differ from role to role.