The Customer Service Operations team provides governance and oversight of all centrally delivered products and services in addition to managing the delivery of many of these services. We pride ourselves on applying best practice in transactional and back-office service delivery with a focus on exploring opportunities to streamline and digitise our service offering.

Job details

The purpose of the Advisor role is to provide high quality support and advice to TMR's service delivery network about the legislative and policy framework, procedures and systems pertaining to the products and services delivered by TMR.

Some of your responsibilities will include:
• Provide high quality support, assistance and advice, that includes interpretation and recommendations on a range of product, policies and services to internal and external customers.
• Resolve procedural and operational matters and facilitate customer transactions pertaining to registration and licencing that includes participating in research, analysis, development and implementation of transport related issues, services, systems, policies and/or legislation.
• Draft correspondence, procedures, reports, submissions or briefing notes of medium complexity, in accordance with departmental standards.
• Maintain database systems relating to the management of Customer Service Operations and assist in the monitoring and reporting on performance, ensuring compliance with departmental policies, practices and procedures relating to human resources, finance  and information technology.
• Assist in the development, co-ordination, implementation and delivery of staff training.
• Liaise, consult and maintain effective relationships with team members while supporting a positive team environment.

Requirements of the role
• Ability to work in a highly productive unit and the flexibility to adapt when required to achieve business needs.
• Work collaboratively within a team environment to support a positive work culture.
• Excellent communication and relational skills to deliver clear and considered guidance and advice to internal and external customers.
• Ability to investigate and research resolution options to problem solve and support decision making.
• Ability to acquire and build upon knowledge of systems, policies, procedures and processes.

Applications to remain current for 12 months.

Further information

We 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.

Documents

Before applying for this vacancy please ensure you read the documents below.

• applicant-guide (PDF, 255KB)
  
  
  559794-24 Role Description (Word, 516KB)