The purpose of the position is to continually improve the QBCC service delivery channels and identification of customer insights. The position will support Team Leaders in establishing and maintaining consistency of call monitoring standards across a multi-channel contact centre. Additionally, the role supports to maintain up to date information and work instruction for the Contact Centre.

Job details

Key Outcomes and Accountabilities  

The aim of this role is to:

• Monitor and administer the QBCC social media channels.
• Assist Contact Centre Customer Service Officer's to take calls during busy times.
• Utilising the Contact Centre customer management system, identify and report on customer insights/trends.
• Contribute to the development of a team-based culture by ensuring that call quality performance is consistently assessed and met across Contact Centre.

• Liaise with Contact Centre leaders and internal business units to ensure that both customer and business needs are being assessed and improved on a continuing basis.
• Based on call monitoring outcomes, provide feedback to the Contact Centre leaders and to identify skills and other training required. Identify knowledge gaps so that the product and business knowledge of staff can be developed.
• Report on trends in internal and external quality monitoring to identify any adverse trends and results.
• First point for escalation to resolve any conflicts in regard to consistency and scoring of call monitoring program.
• Be Point of Contact Support for Customer Service officers and Leaders.

Candidate Attributes

1. Apply, advise on, and provide legislation and policy standards to deliver continued high-quality customer service.
2. Process, utilise, collate, and analyse information utilising multiple applications and system databases.
3. Use effective communication, team work and interpersonal skills in the workplace to achieve optimum customer service outcomes.
4. Works Closely with team members to achieve results and operates as an effective team member.

To apply for this opportunity, please submit your resume and a statement of suitability (maximum of 2 pages) outlining your skills and experience relevant to this role.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Applications may be used to employ applicants in identical or similar vacancies for a period of up to 12 months from the closing date of this vacancy.

Documents

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

• QBCC Information for Applicants (PDF, 999KB)
  Information Package for Applicants
  
  QBCC - AO4 Senior Customer Service Officer (PDF, 73KB)
  Role Description