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Advisor, Customer and Business Care Implementation

2 weeks ago

Sydney, Australia NSW Department of Customer Service Full time

**Advisor, Customer and Business Care Implementation**

**SNSW Grade**:7/8
**Employment Type**:Ongoing, Full-time
**Location**:Gosford, McKell or Parramatta with 2-3 days in office as per DCS directive.

**This role sits in the newly established Customer Care & Business Bureau directorate, within the Frontline Operations Team.**
***About the team**
The Advisor, Customer and Business Care Implementation works with the Business Concierge and Customer Care Specialist teams to provide support, guidance and feedback. This is competed across a range of systems, processes and channels including an inbound phone line.

This role also works as a Subject Matter Expert for the services provided on our frontlines to the wider Customer Care and Business Bureau team.

**Your day-to-day**
- Facilitate regular huddles with Customer Care Specialists to share updates, identify trends and areas of opportunity.
- Create and distribute informational newsletters to keep Customer Care Specialists updated with key news and developments.
- Handle enquiries from Business Concierges and Customer Care Specialists through phone calls, MS Chat, or the inbound call line.
- Collaborate with Project teams and other internal departments to support ongoing initiatives and improve processes.

**To be successful in this role you will demonstrate**:

- **Excellent interpersonal skills and ability to negotiate effectively with a wide range of stakeholders
- An ability to effectively manage your time and utilise resources to manage competing priorities and deliver on objectives
- An ability to establish and maintain operational guidelines, quality assurance, and instructional materials for frontline team members
- Understanding of Project Management, with the ability to advocate in groups

**To Apply**

**Please submit your resume (4 pages max) and cover letter (2 pages max) outlining your suitability for the role.

Salary Grade 7/8, with the base salary for this role starting at $102899 base plus superannuation.

**Closing Date: Monday 5th May at 9:59am**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

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