Senior Advisor

6 days ago

Redcliffe Queensland, Australia Department of Transport and Main Roads Full time $90,000 - $120,000 per year

Former Customer Services Branch -TMR

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position.

The Senior Adviser plays a key role in managing customer complaints, supporting operations, ensuring compliance and fostering staff development to meet customer needs. This position is vital for maintaining the CSC's reputation as a reliable provider of government services.

As the Senior Advisor (Customer Service), you will collaborate with a dynamic team to deliver exceptional customer experiences by providing a diverse range of products and services to clients across multiple channels. Additionally, you will contribute to enhancing customer service functions by leading and supporting pilot initiatives aimed at improving the overall customer experience.

Some of your responsibilities will include:

• Supervise the operations of the Customer Service Centre that delivers services across multiple channels, using appropriate consultative management techniques, including the training and development of staff, to ensure optimum use of resources within a cohesive team environment.

• Be the first point of contact for escalation of customer concerns and complaints, through a variety of communication channels, in a professional and timely manner.

• Contribute to the development of operational and financial plans for the customer service centre, ensuring compliance with established audit requirements.

• Conduct performance assessment processes with staff including providing feedback on work and behavioural performance. Develop learning and development programs with staff. Refer more complex people management matters to the Manager (Customer Service) as required.

• Maintain a comprehensive knowledge of services to be able to perform service interactions including procedures, processes and customer channel options.

Please refer to the role description for a full list of responsibilities.

Applications to remain current for 12 months.

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