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Senior Advisor

2 months ago

Brisbane, Queensland, Australia Transport And Main Roads Full time
About the Role

We are seeking a highly skilled Senior Advisor to join our Customer Experience Team at Transport And Main Roads. As a key member of our team, you will play a critical role in ensuring that our customer interactions are consistently assessed and met across our Contact Centre teams in Brisbane and Emerald.

Key Responsibilities
  • Contribute to the development of a team-based culture by ensuring that customer interactions are consistently assessed and met across the Contact Centre teams in Brisbane and Emerald.
  • Deliver personalized feedback based on customer interaction monitoring to individuals in a manner that supports their ongoing learning and development needs.
  • Conduct research and analysis of calls and messages to identify and report on customer trends and/or consultant skill gaps to assist in the ongoing development of training packages and resources for Contact Centre Consultants.
  • Manage the Quality Assurance inbox, responding in a timely and effective manner.
  • Action Right to Information (RTI) requests in adherence to relevant legislation and processes.
  • Action and allocate customer complaints and compliments received through the TMR Doc Trak system, ensuring timely and appropriate responses.
Requirements
  • Knowledge of, or ability to quickly learn Customer Contact Centre processes and an understanding of TMR's Registration and Licensing products.
  • Participate in a team environment, ensuring effective communication and providing appropriate feedback and support to other members of the Customer Experience Team.
  • Maintain and foster strong effective relationships with stakeholders both internal and external to promote sharing of knowledge and customer service best practices.
  • Comply with public sector legislation, standards, policies, practices, and procedures.