Transport and Main Roads (Organisation site: http://www.tmr.qld.gov.au/)
Customer Contact Centre; Customer Services; Customer Services Safety & Regulation; Carseldine
In the role of Senior Advisor (QM) you will contribute to & maintain compliance standards within the Customer Contact Centre. You will play an integral role in the achievements of the Department of TMR Customer Contact Centre's delivery of outstanding service to its customers by undertaking & overseeing evaluations of customer interactions undertaken by the Quality team & Team Leaders. In this role you will liaise with the Customer Experience Manager & policy units to ensure that both customer & business needs are being assessed & improved on a continuous basis.
Some of your responsibilities will include:
Contribute to the development of a team-based culture by ensuring that customer interactions are consistently assessed and met across the Contact Centre teams in Brisbane and Emerald across both the telephone and messaging channels.Deliver personalised feedback based on customer interaction monitoring to individuals in a manner that supports their ongoing learning and development needs.Conduct research and analysis of calls and messages to identify and report on customer trends and/or consultant skill gaps to assist in the ongoing development of training packages and resources for Contact Centre Consultants.Manage the Quality Assurance inbox, responding in a timely and effective manner. Action Right to Information (RTI) requests in adherence to relevant legislation and processes. Action and allocate customer complaints and compliments received through the TMR DocTrak system, ensuring timely and appropriate responses.Requirements of the role:
Knowledge of, or ability to quickly learn Customer Contact Centre processes and an understanding of TMR's Registration and Licensing products.Participate in a team environment, ensuring effective communication and providing appropriate feedback and support to other members of the Customer Experience Team.Maintain and foster strong effective relationships with stakeholders both internal and external to promote sharing of knowledge and customer service best practices.Comply with public sector legislation, standards, policies, practices, and procedures.Applications to remain current for 12 months.
Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Please ensure you download all attachments and follow the instructions on how to apply.
DocumentsBefore applying for this vacancy please ensure you read the documents below:
applicant-guide (PDF, 255KB)591540 24 Role Description (Word, 356KB)
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