Continuous Improvement Coordinator

1 week ago

Brisbane, Queensland, Australia Energy and Water Ombudsman Queensland (EWOQ) Full time

You have an exciting opportunity to join the Energy and Water Ombudsman Queensland (EWOQ) as a temporary Continuous Improvement Coordinator with the Customer Resolution and Engagement team.

If you have a background in dispute resolution and customer service, a passion for ensuring consistently great customer experience and ongoing improvement and like the idea of working in a public service role for an agency that is not your typical public service agency, get in touch.

Reporting to our Manager - Customer and Community and working closely with the Customer Resolution and Engagement leadership team, your focus will be on achieving consistency in the application of business processes, policies, procedures, metrics and other resources that ensure consistency, and support excellence and the ongoing improvement in customer service, customer experience and quality decision making.

To achieve this, the successful candidate will:

  • Contribute to the ongoing development and refinement of EWOQ's QA approach
  • Manage and review the quality and consistency of data, case management and administrative decisions, integrating elements of customer satisfaction and feedback into business improvement and existing performance development strategies.
  • Manage the continuing process of monthly data checking and case audits and the provision of feedback to leaders for the purposes of coaching of their individual team members.
  • Contribute to the development of strategies to improve quality of decision making and the customer and scheme participant experience.
  • Deliver ongoing coaching and guidance to leaders and team members to ensure their development is supported through the quality management process.
  • Facilitate data checking and exception reporting to ensure data integrity including analysis of results.
  • Identify trends, patterns and changes in market conditions to inform ongoing professional development and collaborate on broader learning and development strategies.
  • Assist with the coordination of stakeholder surveys, analysis, reporting and communication of results.
  • Review and follow up of customer feedback and surveys to identify areas for customer improvement.
  • Coordinate the development of and maintenance of good practice procedures, process and guidelines to support our overarching policy framework and ensure excellence in decision making and service delivery.

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