Engagement Officer

Engagement Officer - Customer Experience

**Title **Engagement Officer - Customer **Position Number **1357
Experience

**Reports to **Manager Industry Engagement & **Division **Corporate Affairs
Customer Experience

**Direct reports **NIL **Unit **Customer Expereience

**Job type **Permanent **Location **Brisbane

**Salary per annum **$123,960.93-$132,923.51 (ex **Position Classification **AC-E
superannuation)

**Who is the National Heavy Vehicle Regulator?**

The National Heavy Vehicle Regulator (NHVR) commenced operations in 2013 as a national entity responsible for
regulating all vehicles in Australia over 4.5 tonnes gross vehicle mass. Located in Brisbane, the NHVR minimises the
compliance burden on the heavy vehicle transport industry, reduces duplication and inconsistencies across state and
territory borders, and ultimately for the heavy vehicle business with government in Australia.

**What is important to us?**

At the NHVR our workplace values set the tone for our organisational culture:

- People matter
- Customer first
- We add value
- Strong partnerships

We value staff with a genuine belief in the work they do and the benefit it will bring. We aim to develop a supportive
work environment which we believe will be achieved by a focus on professionalism, team work and collective values.

**What do we expect of our employees?**

The NHVR is seeking an individual who:

- Is committed to meet and exceed the expectations of our clients and stakeholders
- Is energised by identifying new approaches and solutions
- Is innovative in addressing day-to-day challenges
- Is supportive towards colleagues and contributes towards making their workplace an enjoyable place to be

**Commitment to safety, diversity and anti-discrimination**

The NHVR is committed to providing a safe, forward-thinking and tolerant work environment. Diversity within our
workforce is valued as being representative of the standards, values and diversity within the community and clients we
serve.

**Environment**

Through leadership and influence, the NHVR administers a national system that delivers consistent and streamlined
regulatory services and administration to the Australian heavy vehicle road transport sector, reducing regulatory burden
whilst enabling greater safety and productivity.

The Corporate Affairs division is responsible for setting up to pre-empt and respond to government and external
stakeholder requirements and demands in an agile way in support of NHVR’s vision and purpose. It is the intent for
Corporate Affairs to be able to direct requests on behalf of the CEO and to draw on support and resources as needed to
fulfil NHVR’s external affairs and obligations.

**Primary Objectives**

Provide consistent, high-quality customer Experience interactions for all internal and external stakeholders, including
heavy vehicle industry participants, road managers, participating jurisdictions, agencies and other parties within the
supply chain and broader logistics community.

**Key Responsibilities/Accountabilities**
- Develop and Build CX practices across all NHVR business units.
- Develop and implement processes to effectively filter, prioritize, allocate and monitor complaints and enquiries

across all channels at the NHVR.
- Conduct regular quality assurance audit activities to assess customer Experience levels and identify issues.
- Build and maintain networks with internal and external stakeholders.
- Encourage staff when dealing with customers to “live the NHVR brand”.
- Report to management on Customer Experience levels, complaint outcomes and continuous improvement

initiatives.
- Review enquiries and complaints across all channels (focus on contact centre but including website, social media

and direct).
- Monitor performance of NHVR staff and act as primary Customer Experience contact within NHVR.
- Prioritise and allocate enquiries and complaints to the appropriate business area for response.
- Monitor progress of allocated enquiries and complaints, follow up on outstanding items and capture outcomes.
- Coach, mentor and provide training to NHVR staff where required to maintain excellent Customer Experience

standards.
- Identify and evaluate trends of enquiries and complaints.
- Collect, analyse and prepare reports on customer service metrics for Manager Industry Engagement & Customer

Experience including KPI’s, service trends and emerging issues.
- Liaise within the NHVR across business units to gain a better understanding of customer pain points.
- Assist in the resolution of escalated high risk/high priority issues at the discretion of the Manager Industry

Engagement & Customer Experience Adhere to all NHVR policies and procedures to ensure compliance with NHVR
internal processes.
- Adhere to all NHVR policies and procedures to ensure compliance with NHVR internal processes.
- Comply with WH&S policies and procedures and contribute and promote a safe and healthy work environment.

**Skills and Capabil