Join Our Team as a Senior Administration Officer, Client Services! Are you passionate about delivering exceptional client service and thrive in a fast-paced environment? This role is ideal for a client-focused individual with experience in quality monitoring within a call centre environment, particularly in disability worker screening. You’ll support the Worker Screening team by monitoring service delivery, coaching Client Service Advisors, managing high-volume inquiries, and ensuring compliance with policies and procedures. Your ability to analyse data, provide accurate advice, and maintain positive relationships with stakeholders will be key to your success.

Job details

Your key responsibilities

• Monitor, record and evaluate the service delivery by Client Service Advisors, using digital monitoring technology in order to identify coaching and development needs.
• Coordinate and facilitate one on one feedback and coaching sessions with Client Service Advisors.
• Look for opportunities to participate in and contribute to internal innovation activities and working groups, to ensure continuous improvement and the delivery of effective and efficient operations.
• To ensure service levels are achieved, support, assist and relieve the Client Services Advisors when required. This will involve providing high quality information and advice to individuals and service providers in a clear and timely way (sometimes urgently to mitigate client risk) and respond to a range of incoming email enquiries.
• Undertake administrative activities according to existing operational guidelines and processes as well as liaise with key stakeholders such as the NDIS Quality and Safeguards Commission, Queensland Police Service, Blue Card Services and other external entities as required.
• Maintain accurate records in the Worker Screening Unit's electronic databases and comply with departmental record keeping, privacy and confidentiality requirements.
• Assist management with data analysis and data quality processes to ensure that the Client Services team provide high quality reports on its activities.
• Support management with the reconciliation of online, cheque and money orders payments, and monitoring mail opening and payment processing in line with policies and procedures.
• Build and sustain positive relationships through effective communication with team members, clients and stakeholders by anticipating and being responsive to needs and expectations.
• Other duties as requested.

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.

• 664086-25-Role Profile (Word, 381KB)
  
  
  664086-25-Applicant Information Guide (Word, 359KB)