10641 - Customer Service Experience Officer Job No: CHR809 Work Type: Permanent Full Time Department: Commercial & Corporate Services Remuneration : Stream A, Level 3-4 : $75,333.96 - $86,576.99 per annum + Superannuation Central Highlands Regional Council is currently seeking a Customer Service Experience Officer.
In this role you will be responsible for maintaining the council's knowledge management system (Live Pro) as well as researching and identifying innovation and improvement opportunities in consultation with stakeholders across the organisation that deliver improved customer service outcomes.
Working with the Manager of Customer Service to develop and implement improvement initiatives in partnership with stakeholders.
Deliver customer service training to employees and foster a customer-centric culture across the organisation.
In this busy role, you will support the organisation by: Developing and maintaining council's knowledge management software (Live Pro) which includes authoring and updating knowledge articles, work instructions, announcements, document notes and quizzes in accordance with established system governance procedures.
Undertaking industry research of best practices, technology and innovation opportunities to support improved customer experience outcomes that meet the needs of the diverse Central Highlands community.
Preparing and analysing customer service performance data from corporate software systems and customer feedback surveys for review by the Manager Customer Service.
Assisting the Manager Customer Service develop and implement improvement initiatives which aim to reduce red tape and deliver a seamless, end-to-end customer service experience.
Actively participating in ongoing training and self-development to achieve continuous improvement for yourself and council.
Taking reasonable care for health and safety of yourself and others, complying with reasonable instruction and co-operating with CHRC policy and procedure per 'Duties of Worker' contained in the Work Health and Safety Act as amended.
Providing back-up support to the Customer Service and Area Support team when required.
Maintaining a high standard of corporate image and personal presentation.
Additionally, this position may be required to conduct other duties as lawfully directed by the reporting manager.
Please note: The position will be required to travel to and work from alternative locations throughout the region.
To be considered for this opportunity, you will need to possess: Minimum of Queensland C class provisional driver's licence Previous or relevant experience in the same or a similar role.
If this sounds like you, apply now! Working for Central Highlands Regional Council has its benefits.
We are a progressive region, committed to creating opportunities for all.
We welcome forward-thinking individuals who are focused on continuous improvement, a sustainable future and understand the valuable role we play in investing in our regional community.
Benefits Include: 5 weeks annual leave with 17.5% leave loading Monthly RDO's Payroll deductions and salary sacrifice options Wages paid fortnightly Employee Assistance Program To apply for this position: As an equal opportunity employer, we welcome applications from diverse backgrounds.
To be considered for this position, please include the following documents: A cover letter outlining your motivation for applying for this position Your resume detailing your career history relevant for this position Applicants who are progressed to the next stage of the recruitment process will be invited to participate in a shortlisting process.
Eligibility & Pre-employment Checks To be appointed to a permanent position, you must be an Australian citizen, or have permanent residency status, or hold a visa permitting you to work in Australia permanently.
If you have a visa permitting you to work temporarily in Australia, you may be appointed to a position on a temporary basis, providing the work complies with the conditions of your visa.
The pre-employment checks relevant to this position include: Right to Work in Australia Medical Assessment Reference and qualification checks For a confidential discussion, please contact a member of the Recruitment Team on 1300 242 686 during business hours or register your application by submitting your cover letter and resume.
Applications close: *** Monday 28th of October 2024 at 8am.
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