Performance Excellence Professional

1 week ago

Cairns, Queensland, Australia beBeeContinuousImprovement Full time $80,000 - $95,000
Job Title: Continuous Improvement Specialist

You have an exciting opportunity to join the Energy and Water Ombudsman Queensland as a temporary Continuous Improvement Coordinator with the Customer Resolution and Engagement team.

If you have a background in dispute resolution and customer service, a passion for ensuring consistently great customer experience and ongoing improvement, and like the idea of working in a public service role for an agency that is not your typical public service agency, this position may be suitable for you.

Reporting to our Manager - Customer and Community and working closely with the Customer Resolution and Engagement leadership team, your focus will be on achieving consistency in the application of business processes, policies, procedures, metrics, and other resources that ensure consistency, and support excellence and the ongoing improvement in customer service, customer experience, and quality decision making.

Key Responsibilities:
  • Contribute to the ongoing development and refinement of EWOQ's QA approach
  • Manage and review the quality and consistency of data, case management, and administrative decisions, integrating elements of customer satisfaction and feedback into business improvement and existing performance development strategies.
  • Manage the continuing process of monthly data checking and case audits, and provide feedback to leaders for the purposes of coaching their individual team members.
  • Contribute to the development of strategies to improve the quality of decision making and the customer and scheme participant experience.
  • Deliver ongoing coaching and guidance to leaders and team members to ensure their development is supported through the quality management process.
  • Facilitate data checking and exception reporting to ensure data integrity, including analysis of results.
  • Identify trends, patterns, and changes in market conditions to inform ongoing professional development and collaborate on broader learning and development strategies.
  • Assist with the coordination of stakeholder surveys, analysis, reporting, and communication of results.
  • Review and follow up on customer feedback and surveys to identify areas for customer improvement.
  • Coordinate the development of and maintenance of good practice procedures, processes, and guidelines to support our overarching policy framework and ensure excellence in decision making and service delivery.

Applicants are requested to apply online. Please submit your application via the provided link.

Please note any documents attached to Smart Jobs should be in Microsoft Word or PDF format. Do not upload zipped files.

Occupational group Auditing & Compliance

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