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Customer Multi-channel Specialist

4 months ago

Sydney, Australia NSW Government -NSW Trains Full time

**About us**

NSW TrainLink helps connect customers all over NSW and beyond. Our intercity and regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.

Our services support thriving regional communities and economies by helping people access the things that are important to them and by bringing visitors to our stunning regions. And it's all thanks to our dedicated and passionate team from right across NSW, who work together to make more than 32.6 million customer journeys happen every year.

**The opportunity**

We currently have a Fixed term full time opportunity until December 2024 for a Multi-Channel Specialist to come and join NSW Train Link. The role is to provide specialist advice and drive the co-design of customer specifications, planning and customer assurance for agreed customer channel and engagement opportunities to improve customer experiences, including enhanced channel integration and optimisation of digital channels, and increase customer satisfaction within a commercial context.

If you’re looking for a busy hands-on role, this role is for you:
**Key accountabilities, but not limited to**:

- Contribute to the agreed co-design and coordination process with key internal and external stakeholders to identify and develop customer specifications for customer service opportunities to improve service levels and engagement across all customer channels, including face-to-face, contact centres, virtual and other third parties, including the optimisation of digital channels.
- Support the coordination of planning and customer assurance for agreed channel opportunities to provide a consistent and integrated implementation approach, transition to BAU and benefits realisation monitoring against agreed customer specifications and standards.
- Research and analyse NSW TrainLink customer demographics and customer engagement channels to specify suitable cross-channel communications.

**About you**

We are looking for someone who needs to operate at a fast pace in a dynamic environment. You will need to be hands on with your stakeholder management skills as you will be supporting a large team.

The successful applicate will be a key valued member of the NSWTL team adding immense value within the team. You will demonstrate a high level of communication and time management skills, can produce reports with attention to detail, and be able to work autonomously in a high paced environment.

This is a challenging and rewarding opportunity to join a dynamic, high-performing environment that consistently caters to operational requirements. You will need to have a natural flare to deal and engage with people and be opened to formulating solutions which is fair deal for all stakeholders. The role may provide flexible work arrangements but may require attending few faces to face meetings if needed.

**Salary and benefits**

The salary for this position is RC5 ($114,868 - $132,498)** **per annum plus superannuation and leave loading.

NSW TrainLink offers its employees challenging and rewarding work with opportunities for career progression, learning and development and work-life balance. Other benefits include:

- Free travel on Government trains, buses and ferries
- Flexible work practices

**Interested?**

Joining Transport for NSW, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If you’re ready to step into this meaningful and rewarding role, we want to hear from you

**How to apply**

**Applications close**: Midnight; 11:59pm, Monday 22nd May 2023

**Our Commitment to Diversity