Assistant Customer Improvement Advisor

**Service Delivery Operations Team**
**Service NSW Grade 5/6**
**Role Type: Assistant Customer Improvement Advisor**
**Full time 35 hours per week**
**Ongoing/Talent Pool**
**Location: Various (flexible working arrangements considered).**

**Renumeration**:SNSW Grade 5/6 - The package includes the base salary of $84,734 plus employer's contribution to superannuation and annual leave loading.

**About Service NSW**

Service NSW makes it easier to access government services for people and businesses across NSW. At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW.

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

**About the Team**

The Service Delivery Operations - Experience and Improvement team is the centralised support team for Service NSW Service Centre and Contact Centre channels, delivering a solution-centric path to world class customer experience. The Service Delivery Experience and Improvement team provide support at both an enterprise-wide level and for the Service Delivery unit.

**About the Role**

Provide valuable, actionable insights, using key data points to inform and influence business process improvements and to support continuous improvement in customer experience, risk management, and capability uplift.

**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

**Interested in applying?**

If this sounds like you, then we would love to hear from you
- 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.

**Want more info?**

**Closing Date: Monday 21st August at 9:59am**

For more information about this opportunity please contact

For recruitment related enquiries please contact
Please note that Department of Customer Service utilises generic Role Descriptions, which promotes mobility within the NSW public sector by allowing employees to transfer between similar roles more easily. This job advertisement describes the more specific responsibilities of the role, for which we are currently recruiting.

**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.

**For more information, please visit**

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