Assessments Support Officer, Transport and Main Roads

• Demonstrated experience in customer service excellence with effective communication skills.

• High attention to detail and accuracy to support effective management to customer data in a Customer Relationship Management System.

• Ability to manage multiple tasks and priorities with focus on achieving key performance indicators and complying with current standards, procedures and policies.

• Strong problem-solving skills with a proactive approach to issue resolution.

• A team player with a collaborative mindset, committed to working effectively with others, sharing ideas and contributing to a positive and productive team environment to achieve common goals.

• Commitment to innovation, growth and change to support continued operational excellence.

Why join TMR?

Transport and Main Roads' (TMR) vision of Connected communities in a sustainable, thriving, and inclusive Queensland, is aspirational and describes where we want to get to. We are delivery focused, united by our purpose to make a difference to the lives of Queenslanders.Every day is different and so are our teams. We foster an inclusive workplace culture and will support you to grow and develop in your career while maintaining a healthy work-life balance. TMR is committed to reconciliation and creating a workplace that empowers Aboriginal peoples and Torres Strait Islander peoples to thrive. We strongly encourage applicants from all life experiences and backgrounds to apply.Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.

About us:

The Taxi Subsidy Scheme (TSS) subsidises taxi travel for Queenslanders with a disability who meet the scheme's eligibility criteria. The scheme subsidises 50% of the total taxi, up to a maximum of $30 per trip. The TSS team administer the scheme by managing the memberships and payment of subsidies to the taxi industry. The team has a strong focus on customer care, equity, and compliance. The scheme works collaboratively with taxi service providers and stakeholders to maintain fairness and integrity while delivering a consistently high level of service.

Key responsibilities

In the role of Assessment Support Officer, you will provide professional customer service and administrative activities involved in processing TSS membership applications and taxi subsidy claims.  Some of your responsibilities will include:

• Provide clear, professional, and inclusive advice, both written and verbal, to customers and stakeholders in a timely and efficient way.

• Use Microsoft Dynamics customer relationship management system to accurately process, update, and maintain Taxi Subsidy Scheme (TSS) applications and membership records.

• Assess TSS applications and ensure all necessary medical information is included, applying a solid understanding of the eligibility criteria and assessment process.

• Validate TSS member trips against scheme criteria and guidelines, and confidently request additional trip data from stakeholders to further validate trip data.

• Actively contribute to improving team processes, systems, and functions. Stay informed about guidelines, legislation, and public transport issues that may impact the TSS.

• Other accountabilities and tasks as reasonably directed

About you

We recognise and celebrate that everyone is unique and seek the applicant best suited to the role. We will assess your experience, knowledge and acquired skills, as well as your potential for development and your personal qualities. To thrive in this role, you will need to demonstrate the following:

Mandatory qualifications and conditions

• Nil

Requirements of the role

• Demonstrated experience in customer service excellence with effective communication skills.
• High attention to detail and accuracy to support effective management to customer data in a Customer Relationship Management System.
• Ability to manage multiple tasks and priorities with focus on achieving key performance indicators and complying with current standards, procedures and policies.
• Strong problem-solving skills with a proactive approach to issue resolution.
• A team player with a collaborative mindset, committed to working effectively with others, sharing ideas and contributing to a positive and productive team environment to achieve common goals.
• Commitment to innovation, growth and change to support continued operational excellence.

Applications to remain current for 12 months.