Department of Transport and Main Roads QLD – Mount Isa QLD Every day is different and so are our teams.
We foster an inclusive workplace culture and will support you to grow and develop in your career while maintaining a healthy work-life balance.
In the role of Senior Advisor (Customer Service), you will work collaboratively with a team to provide a positive customer experience through the delivery of a wide range of products and services to clients through a variety of channels and support the development of customer service functions by piloting initiatives to improve the customer experience.
You will be required to supervise, mentor, and develop customer service centre staff using effective people performance management and workplace health and safety practices and demonstrate your ability to analyse complex issues and resolve problems.
Responsibilities 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 the escalation of customer concerns and complaints, through a variety of communication channels, in a professional and timely manner.
Develop and maintain comprehensive knowledge of required services to be able to perform service interactions including procedures, processes, and customer channel options.
Provide expert advice and interpretation to staff and customers on policy and procedures within a wide legislative and system framework.
Ensure office security measures are maintained.
In the circumstances where the Manager (Customer Service Centre) is absent for a limited period of time, you may be asked to supervise the management of a customer service centre.
Benefits In return, we offer a range of benefits which include: A competitive remuneration package including Employer Superannuation contributions up to 12.75% Five weeks annual leave and annual leave loading of 14% RRAIS - A range of incentives and benefits whilst working in remote Queensland Salary packaging arrangements Learning and development opportunities Access to study assistance programs Wellness Program Employee Assistance Program Work/life balance, variety and flexibility Please refer to the role description and applicant guide for further information.
Applications will remain current for 12 months.
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