Drive accountability, setting efficiency and overseeing Parks Victoria's organisational-wide stakeholder and customer service initiatives!
Lead the day-to-day operations of customer support
Manage and develop a collaborative and innovative team
Ongoing, full time, located in Morwell, the Latrobe Valley
About the branch
The Marketing, Communications & Partnerships Division oversees all marketing, tourism, visitor experience, partnership experience, digital, media, communications and public relations activities to support Parks Victoria.
The Customer Service and Support Team is responsible for the delivery of consistent and effective customer service and support providing public information and assistance in all matters relating to in-park activities such as camping bookings, applying for permits, reporting hazards or issues, and general customer enquiries. The newly formed Customer Support team of five staff will be responsible for escalated customer requests including processing filming and photography permits, working with event organisers to issue permits, and general customer administration support. The team are a vital link to visitors, commercial entities, Parks Victoria staff across the estate and partner agencies.
About the role and your responsibilities:
As the Customer Service and Support Team Leader, you will lead the day to day operations of the Customer Service and Support team at the Latrobe ValleyGovhub in Morwell. You will be an integral component of the Marketing and Customer Experience team and will continuously look for improvements to its efficiency and effectiveness within the whole organisation.
In this role, you will be responsible for the continuous improvement of services to support the growing public demands for timely and accurate information. You will be required to provide support to the public for short term agreements (permits), event bookings, camping and accommodation and other enquiries via phone, email and digital channels. You will be responsible for monitoring service quality, providing mentoring to other staff, and to exemplify best practice techniques. You will need to have autonomy and be accountable for customer service activities within their delegation. You will also be required to deliver customer service outcomes (within division) to achieve the outcomes outlined in the annual plan.
To be successful for this role you will need:
Demonstrated experience in managing a customer service, front desk or call centre functions
Demonstrated experience with CRM software such as Microsoft Dynamics
A strong understanding of political processes and priorities of government, with the ability to effectively recognise emerging issues through the Customer Service centre operations and systems (Freshdesk)
A high level of people management skills and capabilities
A current Employee Working with Children Check is required.
