Advisor Customer Improvement

**Advisor Customer Improvement**
**Ongoing/Temporary - Fulltime**
**Location - Newcastle, Maitland, Gosford, Parramatta, Lithgow**
**SNSW Grade 7/8**

**Renumeration**:
SNSW Grade 7/8 - The package includes the base salary range of ($95,136 - $112,164) plus employer's contribution to superannuation and annual leave loading.

**About Service NSW**

Service NSW is making it easier for people and businesses across NSW to access government services.
Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 24/7 phone service and an expanding network of Service Centres.

**About the role**

Provide advice and support on a range of customer improvement initiatives to ensure alignment with business strategies and objectives and optimise service outcomes.

Assist in the implementation of customer experience initiatives and embody customer centricity in all engagements with internal/external customers to deliver and enhance improved customer experiences across the business.

**Key Accountabilities**
- Analyse and interpret the customer experience, including the quality and timeliness of the response and service provided, to identify improvements, implement best practice and increase business capability
- Undertake qualitative and quantitative research to identify trends and assist in determining business priorities to support the delivery of organisational and Government priorities
- Promote and foster a customer-centred design approach to ensure solutions are aimed at improving the customer experience with the agency
- Assist the business in the implementation of customer experience improvement initiatives to ensure solutions enhance the experience for customers
- Serve as a customer advocate in all engagements with internal and external stakeholders to ensure solutions and initiatives are customer focused
- Undertake projects and corporate initiatives liaising with stakeholders to ensure requirements are discussed and best practice techniques are utilised to ensure requirements and standards are met on time and to the expected standard.

**A talent pool will be created for future ongoing and temporary roles and is valid for a period of up to 18 months.**

**Learn more**:
**Targeted Questions**:
**1. In showing the capability Display Resilience and Courage, tell me about the most challenging situation you have found yourself in at work. What did you do in this situation? What was the outcome?**

**2. In showing the capability Deliver Results, tell me more about your ability to initiate change and give an example of when this resulted in an improvement.**

**Want to know more?**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.