Senior Business Development Consultant

3 days ago

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

We are seeking a highly skilled and experienced professional to join our team as a Senior Advisor. In this role, you will play a critical part in ensuring that our customer interactions are consistently assessed and met across our Contact Centre teams.

**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.
  • 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 DocTrak system, ensuring timely and appropriate responses.
Requirements of the Role

**Essential Skills and Experience:**

  • Knowledge of, or ability to quickly learn, customer contact centre processes and an understanding of Transport and Main Roads' 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.

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