Team Support Officer

1 week ago

South Wharf, Australia DCA Careers Full time

Support in the development and upskilling of a team Correspondence team
- Exciting career opportunity to advance leadership experience within our operational unit

The Role
DCA is offering a rewarding opportunity as Team Support Officer within our Correspondence team for an outstanding applicant to provide comprehensive support to Customer Support & Administration Officers in the form of training, coaching, upskilling, performance/ quality monitoring and engagement activities. You will have a passion for customer service and a drive to achieve departmental goals and contractual objectives. With a strong focus on continuous improvement you will identify opportunities to enhance the customer service experience and support process efficiencies within the Contact Centre team.
The key responsibilities of the role will include but not be limited to:

- Completing reporting on daily, weekly and monthly requirements
- Acting as a key support to the Team Leader
- Assist in coaching and up-skilling of Customer Support Officers to maximise the level of customer service and achieve departmental gaols.
- Supporting Team Leaders with QA assessment
- Answer enquiries, investigate and resolve issues received via central inbox
- Investigation and the management of escalations ensuring that all issues have been resolved within a timely manner
- Assist with the training and development of new and existing staff members
- Updating procedure manuals and preparation
- Previous experience within Business Process Outsourcing or the compliance and infringement management field will be highly regarded.
- Strong knowledge of current Local government legislation, guidelines and performance standards
- Good general knowledge of company procedure
- A strong willingness to support in training and coaching
- Exceptional written and verbal communication skills
- Strong Customer focus
- Initiative and enthusiasm

**If you are successful in this role, you will enjoy**:

- A supportive and friendly team environment;
- Stability to develop your career with an established and growth focused company; and
- A range of benefits as part of our Employee Benefit Program.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa with full working rights. Work eligibility will be confirmed as part of the recruitment process.
The Company
DCA are a large team of data specialists and information technology experts who use the power of data to help organisations deliver a smarter, stronger future. Our reputation, built over 25 years, is for excellence in providing data services, enterprise smart mobility, higher education research management, cities and parking services, and hosting and data assurance services. Together with our clients, we are delivering business critical systems and transforming the way people live, work, grow and learn through our core areas of expertise:

- Smart Mobility delivers clever living solutions for smart cities,
- End-to-end data services enables strong decisions and a bright future for businesses, government and communities,
- Higher Education research management manages the entire research lifecycle and also paints an accurate picture of an organisation's research strength.

What's Next?
DCA is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.

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