Adviser, Customer Service
2 months ago
Location: Melbourne | CBD
Job type: Full time
Organisation: Suburban Rail Loop Authority
**Salary**: $91,418 - $103,725
Occupation: Communications, Marketing and Media
Reference: VG/41901
Suburban Rail Loop (SRL) is a city and state-shaping project that will transform Victoria’s public transport system, connecting our suburbs and creating opportunities in great places. The 90-kilometre Loop will link every major rail line from the Frankston line to the Werribee line, via Melbourne Airport, better connecting Victorians to jobs, retail, education, health services and each other. Beyond the rail infrastructure and cross-suburb travel connections, over time SRL will reshape Melbourne from a city centred around a single CBD to a ‘city of centres’ - attracting more businesses and people to the broader station areas and creating more jobs in Melbourne’s middle suburbs closer to where people live. Local initiatives will include new and improved open and public space, tree planting, more walking and cycling paths, retail and hospitality areas and plazas.
**About the opportunity**
Reporting to the Manager, Customer Service, the position provides an opportunity for the successful applicant to work closely with teams across the Strategic Communications and Engagement Division. Your experience in stakeholder engagement will ensure that we are always responsive to the needs of the community and stakeholders. You will build strong relationships with our Contact Centre and other related projects, to provide a world class stakeholder experience.
This role requires an ability to work with diverse stakeholders in a complex and demanding multi-disciplinary environment within tight timeframes. Applicants will need to be organised and be able to work autonomously while also being an effective team player.
The MTIA Contact Centre has been established to provide stakeholders with a channel to register enquiries and complaints, and for them to be efficiently escalated and resolved.
The Customer Service Advisor plays a critical role in maintaining and improving the effectiveness of the service experienced by our stakeholders. It includes relationship management with key staff and project partners that also contribute to exceptional service outcomes
This position reports to the Manager, Customer Service, and supports the delivery of public communications and the delivery of excellent customer service to our stakeholders and communities.
This is a new team in the Communications and Stakeholder Engagement branch and will require establishing close working relationships with other divisions and stakeholders, helping with reporting, training and community engagement set ups.
**Responsibilities Include**:
- Build positive relationships and develop innovative solutions to complex problems
- Respond to public enquiries in a timely and appropriate manner and monitor, audit and maintain the stakeholder engagement database
- Work collaboratively across the Strategic Communications and Engagement division for coordinated, efficient handling of community feedback.
- Provide advice to internal stakeholders regarding SRLA's systems, processes, and standards of service
- Collaborate with MTIA project representatives to support the efficient use of contact centre
**Why join us?**
- An emphasis on work / life balance
- High-performing team environment
- Equal opportunity employer
- Personal & Professional development opportunities
- Committed to safety & wellbeing
- Training & development opportunities
**How to apply**
Please include a Cover Letter and Resume. We want to know why you want to work for Suburban Rail Loop Authority, why you are interested in the role, and, taking into account the Key Selection Criteria as a whole, how your skills, knowledge, experience and qualifications are applicable to the role.
**Applications close 11:59 pm - Tuesday 21**st** March 2023**
- Employees at SRLA are required comply with all directions and/or policies introduced by SRLA in relation to the COVID-19 pandemic (as determined by SRLA, taking into account applicable Commonwealth or State government legislation, directions or policy as in force from time to time) including but not limited to directions or requirements regarding being vaccinated._
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