Assistant Customer Improvement Advisor

**Assistant Customer Improvement Advisor**

**Join the Service NSW team of talented, passionate people**

**Opportunities available in various Contact Centre locations within Service NSW**

**Parramatta**
**Lithgow**
**Gosford**
**Maitland**
**Newcastle**

**Opportunities available**

**Assistant Customer Improvement Advisor Grade 5/6 - Salary starting at $81,475 plus Super**
**Ongoing, Temporary and Talent Pool**

**About Service NSW**
Service NSW is making it easier for people and businesses across NSW to access government services.

Service NSW is a NSW Government executive agency that joined the Department of Customer Service on 1 July 2019. We deliver world-class one-stop-shop services for customers, businesses, and our partner agencies.

At Service NSW, a positive customer experience is our highest priority. We draw on the best in service delivery from the public and private sectors to provide leading customer experiences.

For more information on Service NSW, visit our website About us | Service NSW

**About the team**:
The Experience and Improvement Team support frontline teams to deliver world class customer service by monitoring compliance and understanding to our Customer Experience framework through assessing qualitive and performance attributes. We triage and prioritise continuous improvement opportunities to enhance our customers experience whilst supporting an improved user experience and inclusive culture for our people. In this team you will have the opportunity to identify, research and make recommendations to continually improve our services.

**About the role**:
Provide assistance to a range of quality assurance and business improvement services across relevant business units to support continuous improvement in customer experience, compliance, risk management, and quality assurance.

**Key accountabilities**
- Perform transaction monitoring to review, analyse and evaluate business and operational quality frameworks to provide quality assurance and support a customer centric culture of continuous improvement
- Support the delivery of customer satisfaction initiatives through identification of trends and the root cause of customer complaints, and recommend improvements to align with organisational objectives and initiatives
- Contribute to the design and delivery of appropriate training programs and resources to uplift staff capability and build the mix of knowledge and skills required to provide quality service and ensure desired outcome are achieved
- Contribute to the preparation of and/or review high quality documentation including transaction monitoring processes, reports, policies and procedures, in collaboration with relevant stakeholders and provide recommendations to improve service delivery and meet business objectives and outcomes
- Identify opportunities to enhance the effectiveness of processes and contribute to the development of growth activities to ensure optimum customer service delivery and meet business expectations

**About You**:
**How to apply**:

- A resume (no more than 4 pages)
- A cover letter (no more than 1 page) outlining how your skills and experience meet the requirements of the role.
- Response to the Target Questions

**Target Questions**

**Target Question 1** - In showing the Capability Manage Self, tell me about a time when you have sought out opportunities to learn new skills in the workplace. What was the outcome?

**Target Question 2 **- In showing the Capability Commit to Customer Service, tell me about a situation when you handled a customer complaint. How did you respond? What steps did you take to improve their satisfaction level?

**Applications Close: Monday 13th February (9.59am)**

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

**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.