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Senior Advisor

7 days ago

Brisbane, Queensland, Australia Queensland Government Full time

The Queensland Government is seeking an experienced Senior Client Services Officer to lead a team of Client Services Officers in delivering high-quality customer service to the public through QCAT's telephone enquiry line and front counter.

About the Role
  • Provide guidance and oversight to a team of Client Services Officers, ensuring they have the necessary tools and support to deliver high-quality client service.
  • Act as an escalation point for complex enquiries, providing timely and effective solutions to customers.
  • Contribute to a supportive and cohesive workplace environment, fostering a culture of continuous improvement and staff development.
  • Oversight and training of team members in delivering a professional QCAT service, establishing a work environment that values personal growth and quality improvement.

The ideal candidate will possess excellent communication and interpersonal skills, with the ability to provide human-centred and trauma-informed service delivery. You will be proficient in using digital technology to improve service delivery and efficiencies.

About You
  • You will have input into the management of workflows and team coordination, ensuring accurate and timely data entry processing of all applications and correspondence.
  • You will ensure team adherence to customer service delivery standards and procedures, continuously improving the quality of services provided by the team.
  • You will provide accurate information to parties or members of the public on the role of QCAT, its processes, procedures, or legislative provisions in a professional and friendly manner.
  • You will foster a work environment focused on continuous improvement through identifying and implementing business, process, and technological improvements and policy development.