![Service Victoria](https://media.trabajo.org/img/noimg.jpg)
Process Improvement and Training Officer
2 weeks ago
The Opportunity
As we grow and become a more 'everyday' part of Victorian lives, we're adding new services and upgrading existing ones. We're looking at the potential of digital licenses, online proof of identity, accounts and payments. And these services have to be simple and fast through our mobile app.
You'll also get the chance to work on continuously improving our service offering by bringing in structured improvements based on data analytics and insights from customer experience officers.
About the role
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
Key selection criteria
*
- Experience in updating and maintaining Salesforce knowledge management system
- Proven experience working with data to enable continuous improvement in our knowledge systems
- Flexible, proactive, and results driven, with strong interpersonal and stakeholder management skills
- Experience using customer relationship management tools and webchat systems
- Demonstrates exceptional and empathetic verbal and written communication skills.
- Proactive problem solver with a genuine passion for coaching and training CXOs providing high quality customer support and process improvement
- Passionate about providing exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support to ensure customer expectations are met or exceeded.
- Proven ability to define procedures and work instructions
- High level of attention to detail
- Proven ability to work in a dynamic and fast paced environment
- Previous experience in a customer support related role supporting multiple communication channels, including live chat and phone support
Desired qualifications / practical experience
Certificate IV in Training and Assessment
Experience with Studio IQ beneficial
Previous Litmos experience
-
Process Improvement
1 week ago
Ballarat, Australia Service Victoria Full timeAre 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...
-
Process Improvement and Training Officer
2 weeks ago
Ballarat, Australia Service Victoria Full timeLocation: Western Region | Ballarat Job type: Full time / 12 Months Organisation: Service Victoria **Salary**: $73,842 - $89,661 Occupation: Customer Service/Call Centre Reference: VG/1736534/CM Customer Experience I Fixed Term - 12 Months I VPS3 **The Opportunity** As we grow and become a more 'everyday' part of Victorian lives, we're adding new...
-
Customer Resolutions
3 days ago
Ballarat, Australia Central Highlands Water Full time**Customer Resolutions & Process Improvement Officer** **Classification **Level, Central Highlands Water Enterprise Agreement **Team, unit **Customer Services **Division **Customer & Business Services **Work location **Learmonth Road, Wendouree **Employment type **Full Time Flexible options available: part-time work, purchased leave, varied start...
-
Customer Resolutions
2 weeks ago
Ballarat, Australia Central Highlands Water Full timePosition Description Central Highlands Water - Integrity _ - Teamwork _ - Leadership _ - Care_**_ - ** **Customer Resolutions & Process Improvement Officer** **Classification **Level, Central Highlands Water Enterprise Agreement **Team, unit **Customer Services **Division **People, Culture & Safety **Work location **Learmonth Road,...
-
Process Improvement Coach
2 days ago
Ballarat, Victoria, Australia Mccain Foods Full time**Role Overview**The Process Trainer will be responsible for providing support to ensure our Processing Operators are fully trained and equipped to operate machinery at peak performance. This involves contributing to the development and delivery of training programs, reviewing essential documentation, and supporting the frontline leadership team.**Key...
-
Training Officer
2 weeks ago
Ballarat, Australia Serco Full timeAre you passionate about setting people up for success? Is developing people something that motivates and drives you? We are seeking a Training Officer to join us and assist in delivering highly essential services to the Australian community. You will be playing a crucial role in delivering training programs to new and existing staff to achieve the client...
-
Manufacturing Process Improvement Leader
1 week ago
Ballarat, Victoria, Australia Orora Full timeAbout UsWe are a leader in aluminium can end manufacturing, serving the Australian and New Zealand beverage markets from our Ballarat facility.The JobThis Mechanical Engineer supports daily production operations, analyses plant and machine reliability, and identifies performance issues. Key responsibilities include recommending process enhancements,...
-
Process Training Specialist
2 days ago
Ballarat, Victoria, Australia Mccain Foods Full timeAbout McCain Foods: As a global family-owned company, we're committed to ensuring our core values—Family, Authentic, Trusted, and Quality—shine through every day. We believe that by working together with our business and community partners, we can bring sustainable growth and positive change today, tomorrow, and for generations to come.**Job...
-
Process Improvement Specialist
7 days ago
Ballarat, Victoria, Australia Fletcher Building Limited Full timeAbout the JobWe are seeking a highly experienced Mechanical Engineer to join our team in Ballarat. This is a permanent, full-time position that involves working hands-on in our state-of-the-art facility.Main ResponsibilitiesOperational effectiveness and improvement within the Treating facility.Collaboration with cross-functional teams to ensure business...
-
Quality & Improvement Affiliate
4 weeks ago
Ballarat, Australia Grampians Health Horsham and Dimboola Full timeLocation: Ballarat Central, VIC, AU, 3350 **Fixed Term Part Time | 24 Hours Per Week | 6 Months** **About the Role** The role provides support to the in relation to quality processes to inform improvement including the effective delivery, development, and evaluation of the GH Governance Framework. The GH Governance and Improvement Quality Affilite works...
-
Manufacturing Process Specialist
6 days ago
Ballarat, Victoria, Australia Mars, Incorporated And Its Affiliates Full timeKey ResponsibilitiesSafely operate all equipment and machinery to ensure efficient production processesMonitor and control product quality to meet Mars standardsCollaborate with team members to improve processes and achieve shared goalsCommunicate effectively with maintenance personnel to coordinate repairs and maintenance activities
-
Business Support Officer
1 week ago
Ballarat, Australia Department of Transport and Planning Full timeLocation: Western Region | Ballarat Job type: Full Time - Fixed Term Organisation: Department of Transport and Planning **Salary**: $76,817 - $93,275 Occupation: Administration/Secretarial Reference: 5667 **About the Role** **This is a Fixed Term Position until 31st December 2025.** The Business Support Officers (BSOs) are responsible for delivery of...
-
Statutory Compliance Officer
4 weeks ago
Ballarat, Australia CitiPower and Powercor Full time**Statutory Compliance Officer**: - Ballarat, VIC, AU, 3121**About us**: CitiPower, Powercor and United Energy own and operate the electricity distribution networks servicing 1.9 million customers located across 65% of Victoria. These customers include large numbers of households as well as commercial and industrial businesses, world class arts, health and...
-
Continuous Improvement Lead
6 days ago
Ballarat, Australia ALSTOM Full timeReq ID:411990 At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, 74,000 colleagues lead the way to greener and smarter mobility...
-
IT Process Improvement Expert
10 hours ago
Ballarat, Victoria, Australia Avature Full timeAbout Job DescriptionThis role is ideal for individuals who are eager to develop their skills and expertise in business transformation and want to work with a dynamic and supportive team.You will have the opportunity to work on challenging projects, collaborate with experienced professionals, and develop your knowledge and skills in a rapidly changing...
-
Training Coordinator
4 weeks ago
Ballarat, Australia McCain Foods (Aust) Pty. Full time**Position Title**:Training Coordinator **Position Type**: Regular - Full-Time **Position Location**:Ballarat **Requisition ID**: 23275 We know the importance that food plays in people's lives - the power it has to bring people, families and communities together. At McCain, our purpose is to celebrate real connections, through delicious planet-friendly...
-
Training Coordinator
3 weeks ago
Ballarat, Australia McCain Foods (Aust) Pty. Full time**Position Title**:Training Coordinator **Position Type**: Regular - Full-Time **Position Location**:Ballarat **Requisition ID**: 23275 We know the importance that food plays in people's lives - the power it has to bring people, families and communities together. At McCain, our purpose is to celebrate real connections, through delicious planet-friendly...
-
Continuous Improvement Lead
10 hours ago
Ballarat, Victoria, Australia Fletcher Building Limited Full timeFletcher Building Limited is a leader in the Australian building industry with 90 years of experience. We're seeking an experienced Process Engineer to drive continuous improvement and operational effectiveness within our Ballarat site's Treating facility.About the TeamWe value innovation and collaboration at Laminex. Our Management of Change Process and...
-
Training and Development Manager
7 days ago
Ballarat, Victoria, Australia McCain Foods Full timeAbout the Position:Mccain foods is seeking a skilled Training and Development Manager to oversee training programs for our manufacturing site in Ballarat. As a critical member of our team, you will be responsible for developing, implementing, and evaluating training initiatives that improve employee knowledge, skills, and performance. This is an excellent...
-
Continuous Improvement Lead
4 weeks ago
Ballarat, Australia ALSTOM Full timeReq ID:411990 Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility...