Shared Services Consultant

Organisation/Entity: Transport For NSW- Job Category: Information & Communication Technology- Job Location: Newcastle, NSW, AU, 2302- Job Ref No: 77304- Employment Type: Permanent Full-Time- Salary Range: $85103.0-$93616.0**About us**

Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do - and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling. The work we do connects the journeys you take every day.

We are a state government organisation made up of more than 28,000 people and we're in the middle of delivering the largest transport infrastructure program in Australia's history. We work across planning, policy and procurement, harnessing data and technology to develop smarter and more adaptive transport solutions.

That means job opportunities in metropolitan and regional areas right across NSW - you have the chance to be part of creating a lasting legacy that will benefit generations to come.

**About the team**

Corporate Services provides sustainable strategies, solutions, and services to enable our clients to deliver with confidence Transport's vision. Providing robust to commercial management, ensuring financial sustainability across the cluster, and driving strategic projects, procurement and transformation through the provision of corporate services to internal clients.

**The opportunity**

We are currently recruiting for a Shared Services Consultant to join the Transport Shared Services team within Corporate Services.

The primary purpose of the role is to provide a high standard of customer service in the resolution of complex or escalated enquiries and the processing of more complex or difficult transactions, including providing support to and resolving issues with employees, vendors, suppliers, customers and members of the general public.

The role plays an active part in supporting the Team Leader in identifying and implementing opportunities for service delivery improvement in all areas of operations including resource management, building skills and capabilities in the team, and continuously improving processes, systems and the knowledge base.
- Manage the workload of individual team members through allocation of work
- Handle complex enquiries and transactions as referred by the team, through to resolution
- Process transactions as required to meet business performance
- Trouble-shoot and problem solve recurrent customer service issues, owning and taking accountability for appropriate and timely solutions, and identifying opportunities for continuous improvement
- Communicate with customers in a courteous and empathic way, demonstrating a willingness to assist and a commitment to providing high-quality service.
- Effectively use a range of computerized systems, technology and telephony solutions to undertake work tasks, triage, refer or escalate work tasks, enter data and maintain up to date records in order to facilitate work allocation, performance analysis and service improvement.

**About You**

This is a great opportunity for an experienced Consultant to who wants to continue to work in a high volume, fast pace, complex matrix environment.
- Demonstrated knowledge and/or experience in a customer-centric service organization such as a contact centre, service centre, shared service, corporate or managed service environment.
- Ability to communicate clearly, concisely and appropriately both orally and in writing and to provide one on-one instructional training
- Experience using multiple computer-based systems and ability to learn new systems with ease.
- Demonstrated knowledge and experience in a number of finance shared services including experience in working with relevant information systems and a working knowledge of relevant government policy, legislation and standards.
- Well-developed communication skills, both written and oral
- You are energetic and enjoy a challenge
- Resilient and can adapt easily to working in a fast moving, complex finance environment
- A can-do attitude with the demonstrated ability to work collaboratively in a team and with cross functional teams
- Attention to detail, initiative, analytical and able to problem-solve complex issues in a fluid environment

Please click here to view a copy of the position description.

**Salary and Benefits**

The salary for this position is Grade 5A ($85,103) - 5E ($93,616) per annum plus superannuation and leave loading.

For more information on Employee Benefits at TfNSW please click here.

**Interested?**

Joining Transport for NSW, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If you’re ready to step into this meaningful and rewarding role, we want to hear from you

**How to apply**

**Applications close: 11.59pm, Sunday, 28th