Customer Experience Officer

Who we are
Service Victoria is the one place to go for government services. It's our job to make things easy. Our customers give our services an overall 96% satisfaction score, and our app was the most downloaded in Australia for 2021.
The Service Victoria culture is dynamic and fast-paced, we're not what you'd expect from a government department. Our senior leadership team and the corporate areas (finance, procurement, budget) are close-knit and collaborative, an integral part of the organisation. We work flexibly and remotely, using GovHub workspaces across Victoria for onsite collaboration. We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems. We use a range of market-leading technology, such as AWS, Salesforce, Node.js, React, MuleSoft, Sitecore (.NET), HTML/CSS/JavaScript, and Java. From a Salesforce point of view, we use areas such as Service Cloud, Experience Cloud, OmniStudio and Public Sector Solution.
The Opportunity
As Service Victoria grows, and moves into its operational phase, we will continue to progressively add new transactions and new functionality to existing capabilities, including digital licences, digital proof of identity, online accounts and payments with a particular focus on our mobile app.
Service Victoria is now focused on building the future organisation and the appropriate IT organisation structure and capability that will allow the implemented solutions to be maintained, supported and expanded upon on an on-going basis. You will also have a chance to work on continuously improving our service offering by bringing in structured improvements based on data analytics and insights
About The Role
In this role, you will be creating easily accessible and precise business intelligence solutions, cultivating collaborative relationships with stakeholders, utilising data to drive enhancements, conducting in-depth research, and demonstrating both teamwork and self-driven capabilities.
Join our team to lead impactful initiatives, drive progress, and contribute to the continuous success of Service Victoria's unwavering commitment to exceptional service delivery. Your expertise will play a vital role in shaping a culture of continual growth and elevating the overall customer experience for all Victorians.
Key responsibilities
The core responsibilities of the Customer Experience Officer include:
4. Perform document verification and identity verification on behalf of customers using our Offline Verification services
5. Perform data entry with a high level of accuracy and attention to detail.
6. Ensure that the digital support needs of Service Victoria customers and other key stakeholders are met in a timely, effective and efficient manner.
7. Triage, catalogue and follow the support escalation process through to third party providers and other internal Service Victoria teams where necessary.
9. Suggest continuous improvement of our virtual assistant content based on experience from customer interactions.
10. Contribute to building and maintenance of our knowledge base and training materials.
12. Other ad-hoc tasks as required
Key Selection Criteria
1.A 'customer centric' approach - You are passionate about exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support with a strong undestanding of privacy and data security policy. You have a strong ability to remain calm under pressure.
2. Service Excellence - Demonstrates a customer first culture and ensure customer expectations are met or exceeded by taking ownership of assigned cases/tickets and striving to track, follow up, and resolve them in a timely manner.
3. Communication skills - Demonstrates exceptional and empathetic verbal and written communication skills while addressing customer support challenges.
4. Problem Solving - Ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions and act in a manner that is consistent with the the VPS code of conduct. You are able to demonstrate areas where you have been able to provide innovative solutions to customer problems.
Desirable requirements
Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support.
Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded)
Previous experience utilising Office 365 programs such as Word, Excel etc
What we offer
Flexible, hybrid, and remote working if you prefer (but you'll need to be based somewhere in Victoria as there's still a need to come to the office). Follow your ambition. Get the support you need to grow. There's plenty of room to move around and try new things. We foster supportive work environments and want a public sector wo