Senior Client Services Officer

4 weeks ago

Sydney, Australia Quay Appointments Full time

Client Service Officer 
6 month contract 
Sydney CBD + WFH
$50.00ph + super 

The work will largely relate to our public funding and lobbyist functions, which includes assisting clients on the phone and by email with their enquires, processing claims and applications lodged through our online system, seeking approvals, drafting briefing notes, updates to the system and website.   

Key accountabilities:

  • Client Service - provide professional and responsive registration, funding and disclosure, and lobbyist services to enable clients to fulfil their statutory obligations. Build relationships with clients through clear and appropriate communication, and deliver client service KPIs. Seek assistance from senior staff to ensure that sensitive and complex enquiries are resolved in a timely manner. Role Description Senior Client Services Officer 2
  • Advice – provide subject matter expertise and advice in the development, enhancement and implementation of relevant systems, processes and projects.
  • Systems & Processes - use relevant systems and processes to facilitate client contact management, record keeping, verification of correspondence, problem solving and workflow to achieve team outcomes. Understand impact of single tasks or actions on service outcomes, and pay close attention to detail to ensure accuracy and quality of work.
  • Manage self and others – coordinate and provide training to contractors in order to deliver consistent and accurate client service outcomes. Undertake multiple cases and activities simultaneously, plan and prioritise work according to team objectives, and complete high volumes of work when required to meet deadlines.
  • Collaboration - contribute to the achievement of team objectives through information sharing, collaboration and support.
  • Continuous Improvement & Innovation - contribute to change initiatives by making suggestions to improve processes and systems, and proactively adopting new approaches to service delivery.
  • Compliance - adhere to regulatory guidelines, policies, procedures and check lists to ensure client and team compliance with legislation. Identify and flag potential risks or breaches with manager.
  • Records Management - maintain accurate and secure client records in accordance with records management obligations

Key challenges

  • Developing new processes to support continual change such as new technology, systems, processes and requirements resulting from changing legislation and continuous improvement initiatives.
  • Building positive relationships with a wide range of clients in a complex, politically sensitive regulatory environment.
  • Managing own and contractors’ workload to complete high volumes of work within statutory deadlines.

Previous Experiance

  • Salesforce experiance is highly desirable.
  • Must have worked in Government previously.
  • Previous Ministerial, Correspondence and Briefing notes experiance required. 

Please submit your resume as a WORD DOCUMENT only.

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