Customer Experience Manager
3 days ago
Primary Responsibilities
This Position Involves:
- Ensuring professional standards are maintained in all customer communications and case notes.
- Managing caseloads to meet predetermined performance metrics.
- Providing advice on building industry regulation administered by QBCC to consumers, contractors, and industry stakeholders.
- Representing QBCC in promotional and educational activities, as well as tribunal and court hearings.
- Supporting Regional Service Center operations, including providing face-to-face services to customers and assisting team members with customer service.
To Assess Your Suitability for the Role, We Will Evaluate Your Capabilities in the Following Areas:
- Leadership: Demonstrate an ability to understand how your work contributes to organisational objectives. Show proactivity and helpfulness towards customers, facilitating their navigation of legislative conditions. Engage with customers and stakeholders to educate and raise awareness of topical issues, provide advice on rights and responsibilities, and information about QBCC's role.
- Results-Oriented: Build strong relationships with customers to foster a culture of professionalism and compliance, ensuring safer construction practices. Communicate clearly and concisely to promote better understanding by customers of decisions.
- Accountability: Pursue excellence in achieving key performance indicators related to throughput and workload management. Display courage and rigour in analysing facts relevant to case assessments, focusing on evidence-based reporting and good decision-making that withstands review. Maintain high standards of professionalism in program areas.
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