Service Delivery Coordinator

8 hours ago

Brisbane, Australia Agriculture and Fisheries Full time

About the role
**As our Service Delivery Coordinator, you will**: - Strive for and demonstrate cooperation, problem solving and business unit Services teams. Supervise, develop and manage a team-based culture in a changing environment to achieve organisational outputs through measurable performance indicators in a professional customer contact centre environment. Use contemporary HR management practices to manage the day-to-day supervision and activities in the DPI contact centre. Ensuring delivery of customer focused, cost effective and agile service delivery. Undertake workforce management in line with HR requirement in a call centre environment to ensure effective use of resources. CSC rosters must be mapped to real-time call-traffic patterns to ensure adequate coverage and enable the centre to meet its Key Performance Indicators and targets, whilst supporting work life balance where possible. Assist in the management of Service Level Agreements and third-party afterhours vendor in line with departmental policies and procedures. Manage the call centre technology including telephony platform, Customer Relationship Manager and scripting tool, ensuring that information is up to date and easy to access. Ensure that the call centre is able to adapt and scale its resources and hours of operation to meet demand in the event of departmental emergency/incident, pandemic and or natural disaster responses. This includes the management of the afterhours third party provider. Provide an escalation point for complaints received by the centre in an effective manner in accordance with departmental procedures and look for business improvement opportunities. Where applicable using this feedback to improve service delivery. Oversee Quality Assurance activities and provide a strong performance management by regularly reviewing the performance of the team and individual through constructive development discussions. Establish networks and maintain positive relationships with key stakeholders to maximise the benefits of services delivered by Customer and Business Services (CBS). Foster a culture and philosophy of state-wide consistent service delivery, cooperation, teamwork, high quality people management, commitment to excellence and a professional ethic which ensures the CBS group continues to meet the Department's priorities. Perform other tasks or projects as required by the Senior Team Leader, Customer Services and/or CBS management team members.
Essential requirements - Be required to be on call or work outside of business hours.
What we are looking for
- evaluating your potential contributions to the department and how your involvement would uphold our commitment to equity, diversity, respect, and inclusion.
Why work for us
Learn why our people choose DPI and more importantly why they stay. - Work with passion and purpose
- Have a tangible impact, for today and tomorrow
- Enjoy interesting, diverse work
- Follow your path wherever it leads
- Get the flexibility and support you need to thrive
- Be part of our one, diverse DPI
Find purpose you feel, impact you see and a legacy you bring to life.
Applications will remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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