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

Some of your responsibilities will include:
• Draft, edit and finalise letters, emails, and other correspondence, including on behalf of the Minister, Director-General and General Manager in accordance with departmental standards.
• Liaise, consult and maintain effective and supportive relationships with team members, internal and external clients and stakeholders while contributing positively to the team-based work environment.
• Provide verbal advice by telephone to customers in a timely and effective manner in accordance with departmental quality standards and protocols.
• Conduct database navigation and investigations to retrieve and update information in order to answer and resolve customer enquiries in a timely manner while using the department's correspondence management system to finalise customer enquiries.
• Utilise procedures, databases and information systems to ensure effective and efficient customer service delivery through accurate information and maintain adherence to key performance indicators and regular performance assessments.

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:
Mandatory qualifications and conditions
• Pre-employment Criminal History Check.

Requirements of the role
• Engages with customers in a clear, concise and effective way through both verbal and written communication methods.
• Welcomes challenges in the delivery of work, demonstrates persistence in working through obstacles and researches and analyses various information sources in a critical manner.
• Demonstrates an understanding of the interaction of own work and the achievement of business outcomes whilst managing stakeholder relationships and supporting positive and healthy relationships within the immediate workplace.
• Clearly articulates a comprehension of learning and development responsibilities and outlines proactive measures taken to consistently fulfill role expectations.
• Knowledge of products and services administered by TMR's Customer Service Branch, TICA / TRAILS experience and Transport Information, Policy & Procedures System (TIPPS) experience is preferred and desirable but not required.

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, 306KB)
  
  
  581440-24 Role Description (Word, 611KB)