Aps El1

**Position Overview**

The position of Manager, Client Experience and Quality Assurance is a newly created role reporting to the Director Court Operations, Strategic Support Hub (SSH). The SSH is a pivotal part of the Court’s operational structure with broad responsibility nationally for enquiries management and filed document management. The SSH sits within a broader team known as Court and Tribunal Services. The Manager, Client Experience and Quality Assurance will be a member of that broader CTS Leadership Team.

There are 3 teams operating within the Strategic Support Hub:

- National Support Pool (family law): Providing event and some case management support to Deputy Registrars operating in Family Law.

This position has responsibility for assisting with the development and implementation of a client experience (CX) strategy and quality assurance (QA) framework for the SSH broadly including the contact centre of the court. This role will play a pivotal part in shaping and enhancing the client experience within the contact centre and more broadly the client facing operations of the SSH teams with a specific focus on national service delivery. This role will provide a bridge between cross functional teams to foster collaboration and improve quality assurance practices and overall client experience.This position does not currently have any direct reports, however, there may be a requirement to directly supervise staff in the future.

**Key Responsibilities and Duties**

The responsibilities of the position are to:

- Develop and implement a CX strategy and QA framework aligned with organisational goals.
- Collaborate closely across multiple teams/stakeholders to optimize end-to-end customer journey, refine procedures, streamline operations and drive continuous improvement with a focus on identifying where technology may improve and drive improved experience and process internally and externally.
- Champion CX within the court to optimize consideration of client experience in business decisions and initiatives.
- Conduct user research to understand client behaviours, preferences and pain points when interacting with the digital services offered by the court.
- Develop, implement and monitor quality assurance performance standards related to the work of the SSH.
- Develop and implement quality control processes to identify recurring issues, risks and address root causes.
- Identify focus areas for training including assisting with the development of training programs and knowledge content designed to improve client interactions, quality assurance and build a cohesive client experience across all team channels and tasks.
- Develop and maintain comprehensive and accurate knowledge and expertise in the Court’s case management and software systems, business and organisational processes and change.
- Plan and develop data collection requirements and service levels for the analysis of client service interactions, performance targets, KPIs and quality measures for service delivery within SSH.
- Collect, monitor and analyse trends and metrics to identify areas for improvement and inform CX and QA decision making.
- Provide feedback and prepare reports for leaders and senior executive in relation to trends, strengths and areas of improvement.
- Where/when required lead and supervise a small team including managing and leading ongoing staff development, including training, identifying knowledge gaps, and providing coaching and development plans which support a performance culture.
- Deliver and plan projects and tasks that improve and enhance user experience and efficiency for both internal and external users.

**Selection Criteria**
- Demonstrated experience within a contact centre or similar high-volume task-oriented environment including experience managing workflows and optimising systems and software capabilities to develop and implement client-centric optimisation strategies and initiatives.
- Excellent written and verbal communication skills with the ability to articulate complex concepts clearly and concisely to diverse audiences, including senior management, staff and other stakeholders.
- Demonstrated ability to initiate change projects and effectively plan, manage and deliver multiple simultaneous projects within scope and on schedule. This includes highly developed organisational project management and analytical skills.
- Demonstrated strong interpersonal skills and the ability to build relationships and collaborate with cross functional teams. This includes managing and negotiating stakeholder relationships, needs and sensitivities through change initiatives.
- Demonstrated ability to design, implement and analyse data and KPI targets including the ability to effectively communicate operational data and trends in a call centre (or similar) environment and identify areas for improvement and measure the impact of client experience initiatives.
- Demonstrated experience in quality assurance and perfor