Job search
Advisor (Customer Advocacy)
Customer Solutions; Passenger Transport Strategy & Tech; Translink; Brisbane
The Customer Advocacy team champions our customers within the organisation and key partners, ensuring customer needs drive decision-making and enhance overall experiences. The team take the lead on developing customer strategies, fostering a customer-centric culture, identifying customer experience improvement opportunities, and driving their implementation.
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Full-time |
| Occupational group | Customer Service/Call centre |
| Classification | AO5 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/607307/24 |
| Closing date | 16-Dec-2024 |
| Job duration | From 27/01/25 to 06/02/26 with possible extension |
| Contact person | Gunjan Allen |
| Contact details | Ph: 3338 4795 Access the National Relay Service |
Transport and Main Roads' (TMR) vision of Connected communities in a sustainable, thriving, and inclusive Queensland, is aspirational and describes where we want to get to. We are delivery focused, united by our purpose to make a difference to the lives of Queenslanders.
Every day is different and so are our teams. We foster an inclusive workplace culture and will support you to grow and develop in your career while maintaining a healthy work-life balance.
TMR is committed to reconciliation and creating a workplace that empowers Aboriginal peoples and Torres Strait Islander peoples to thrive. We strongly encourage applicants from all life experiences and backgrounds to apply.
Please tell us about any additional support or adjustments, such as interpreting services, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.
About us
The Customer Advocacy team champions our customers within the organisation and key partners, ensuring customer needs drive decision-making and enhance overall experiences. The team take the lead on developing customer strategies, fostering a customer-centric culture, identifying customer experience improvement opportunities, and driving their implementation.
Key responsibilities
The Advisor (Customer Advocacy) supports the development and delivery of customer advocacy and customer experience initiatives, ensuring customer needs are represented and embedded across TransLink and its delivery partners.
Some of your responsibilities will include:
- Assist with applying a customer-focus to projects and strategies, including advocating for customer needs to be represented across Translink and delivery partners.
- Support the embedding of a customer-centric culture through education, application of tools, and co-design principles to address customer challenges and drive positive outcomes.
- Conduct research, analysis, and presentation of information to enhance customer understanding and empathy within the TransLink Division.
- Collaborate with internal and external stakeholders to capture and analyse opportunities and issues, translating them into actionable recommendations.
- Maintain the Customer Focus SharePoint site and produce high-quality reports and briefs on project progress, milestones, and customer advocacy opportunities
- Support the Manager, Customer Advocacy in co-ordinating key cross-agency customer and governance forums.
About you
We recognise and celebrate that everyone is unique and seek the applicant best suited to the role. We will assess your experience, knowledge and acquired skills, as well as your potential for development and your personal qualities. To thrive in this role, you will need to demonstrate the following:
- Proven experience in applying customer experience principles to influence policies, projects, and strategies, ensuring customer needs are represented and embedded.
- Strong stakeholder engagement skills, with the ability to collaborate effectively across teams, service delivery partners, and other external stakeholders.
- Demonstrated experience in research, analysis, and translating findings into actionable recommendations to enhance customer experience and advocacy efforts.
- Exceptional communication and interpersonal skills, including the ability to produce high-quality reports, presentations, and briefs.
- A commitment to fostering a customer-centric culture within an organisation and driving systemic improvements to enhance service delivery.
Applications to remain current for 12 months.
Job Ad Reference: QLD/607307/24
Closing Date: Monday, 16 December 2024
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.
