Service Improvement Specialist
Liquor, Gaming and Racing NSW
Join Liquor, Gaming and Racing (Hospitality & Racing), a division within the Department of Creative Industries, Tourism, Hospitality and Sport
Clerk Grade 9/10 with a salary range of $120,859-$133,183 plus Super & Leave Loading
Ongoing role based in Sydney, NSW
About Liquor & Gaming NSW
We are at the pointy end of industry supervision for the liquor, gaming, wagering, casino and registered club sectors in NSW. If you want a seat at the table, whether we're reviewing the latest facial recognition technology; advising Government on gambling reform policy; developing initiatives to increase live music venues and festivals; or investigating unlawful liquor or gambling inducement practices, we want to talk to you.
We're enabling vibrant and dynamic hospitality and racing environments that are safe and responsible, and our regulatory efforts are evidenced-informed, coordinated, and targeted to where the risks are greatest.
Our work is as diverse as our people and the NSW communities we serve.
About the role
The Service Improvement Specialist supports the Customer Experience Manager in driving projects and initiatives aimed at enhancing customer service processes and operational excellence. The role focuses on developing and implementing systems and processes that deliver high-value customer solutions, ensuring best practices are documented and followed. This includes collaborating with team members to maintain high performance standards, encouraging continuous improvement efforts, and providing necessary guidance and resources to effectively manage customer interactions and operational issues.
As a Service Improvement Specialist your key responsibilities will include managing business processes and projects, overseeing finance-related activities such as budget management and supplier contracts, and evaluating operational effectiveness to optimize outcomes. This role will involve gathering and analysing data to identify trends, providing subject matter expertise to the team, and leading cross-functional initiatives to foster a collaborative and customer-centric culture. Additionally, you will be responsible for developing and maintaining communication and training materials to keep the team well-informed and equipped to deliver exceptional service.
To learn more about the role, please click here to download the role description.
For any questions regarding the role please contact Jaslin Dhindsa, Manager Customer Experience via ******
About You
To be successful you will have:
Proven ability to deliver consistent, high-quality service that meets diverse customer needs with limited resources.
Strong skills in balancing competing priorities to achieve project goals within budget and required standards.
Effective problem-solving skills with the ability to quickly identify and address issues, offering timely and accurate advice.
Keen awareness of industry trends, risks, and opportunities to adapt and improve service delivery.
Experience leading continuous improvement initiatives and fostering collaboration across teams.
Customer-focused mindset with the ability to thrive in a dynamic, fast-paced environment.
How to Apply!
Your application must include a cover letter and an up-to-date resume that details your capabilities and experience in relation to the above role. In your cover letter please address the following two points: NB: Responses generated using AI tools will not be considered.
Have you had experience managing budgets and supplier relationships in a customer service environment? Please provide an example of how you ensured contractual obligations were delivered within budget and met quality standards.
What types of tasks or work environments motivate you and help you perform at your best? On the flip side, what aspects do you find demotivating? Lastly, what key qualities do you look for in your ideal role to boost your engagement and job satisfaction?
Closing Date: Thursday 10th October 2024 (10.00AM)
Contact: Shae Hunter, Talent Acquisition Partner via ******
Working at the Department of Creative Industries, Tourism, Hospitality and Sport
At the Department of Creative Industries, Tourism, Hospitality and Sport we bring vibrancy to NSW by growing our creative industries and workforces, driving strong visitor and night-time economies, ensuring a responsible hospitality sector, and putting arts, culture and sport at the heart of our communities.
Together we:
Create social and economic opportunities for the state
Support the creation of jobs across the creative, visitor and night-time economies
Prioritise First Nations artists, stories and culture
Ensure arts, culture and sport are at the heart of every community to be enjoyed and accessed by all
Drive visitation through events, campaigns and visitor experience development
Activate our night-time and creative economies to unlock unique precincts and community spaces
Deliver a vibrant and responsible hospitality, liquor, racing and gaming environment
Support NSW's key Cultural Institutions to ensure access for all, enable community experiences and education and preserve the state's diverse cultural assets and history.
We believe diversity across our department allows us to be a true reflection of NSW citizens. We are a respectful workplace committed to diversity, equity, and inclusion. If you do require an adjustment during the recruitment process, please notify us on your application form.
A talent pool may be created from this recruitment action for ongoing and temporary roles for this role or similar roles that may become available over the next 18 months.
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