We are seeking a dynamic person to join a highly productive work unit and prioritise realistic work goals to achieve set outcomes daily. This role is integral to CDSB's mission in delivering outstanding customer service. The successful applicant will play a key role providing expert product advice and training in the Transport Contact Centre on TMR policies and procedures particularly driver/industry licensing, and vehicle and vessel registration to frontline staff and customers enabling the delivery of high-quality customer service.

Job details

As a Senior Call Centre Consultant, you will:

• Provide frontline staff and customers with advice on TMR policy and procedures to ensure consistent standards and high-quality customer service is achieved in relation to vehicle, vessel registration, licensing and industry products and services.
• Assist in the development, facilitation, and co-ordination of the Transport Contact Centre training including one on one coaching with consultants.
• Develop and contribute to maintaining and implementing workplace procedures to ensure accurate and timely advice is provided to frontline staff and customers in a courteous and timely manner.
• Provide issue resolution feedback on policy, product and system matters by liaising with internal stakeholders, that identifies impacts to the contact centre and wider network as well as service improvements and opportunities.
• Provide support and assistance with project tasks, and the implementation of continuous business improvements and processes.

About you:
To thrive in this role, you will need to demonstrate the following

• Well-developed communication and interpersonal skills, with the ability to provide clear, accurate and considered advice through both written and verbal channels.
• Demonstrated analytical and problem-solving skills, with the ability to assess information, apply sound judgement and support effective decision-making.
• Proven ability to build and maintain effective working relationships, collaborating with stakeholders and team members to achieve outcomes.
• Proven ability to research, interpret and apply policies and procedures, using a range of systems and information sources to inform advice and actions.
• Demonstrated commitment to workplace health and safety, including the ability to support and promote a positive approach to occupational and psychosocial health and safety practices.
• In addition, this role requires the leadership capabilities of an Individual Contributor as outlined in the Leadership competencies for Queensland booklet.

Why join us?
We offer flexible working options, competitive salary and benefits, generous leave entitlements and the chance to make a difference to Queenslanders. We value diversity and encourage applicants from all backgrounds to apply.

Mandatory qualifications and conditions:

• Due to this role having access to sensitive data, a criminal history check will be undertaken prior to the appointment of the role.

Desirable requirements:

• Sound knowledge of driver licence, industry and registration legislation, policies and systems including Services Booking System (SBS), including demonstrated use of the Transport Registration and Integrated Licensing System (TRAILS)/Transport Integrated Customer Access (TICA).
• Experience in a Contact Centre
• Experience in a second level support role

Please refer to the attached role description and applicant guide for instructions and guidance prior to submitting your application.

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.

• 683610 26 Role Description (Word, 5.39MB)