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

In the role of Correspondence Officer, you'll play a key role in delivering professional support across a variety of administrative functions, including the management and coordination of Ministerial, Director-General, and Executive correspondence for the Customer Services Branch. Your expertise will ensure that all Ministerial and divisional correspondence is of the highest quality, aligns with departmental standards, and is completed within required timeframes. If you thrive in a fast-paced environment and have a keen eye for detail, this is the perfect opportunity to make a meaningful impact!

Accountabilities 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, while maintaining adherence to key performance indicators and regular performance assessments.

Who we are looking for:
An individual who:
• 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.
• Demonstrates an understanding of the interaction of own work and the achievement of business outcomes whilst liaising with stakeholders 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 desirable but not required.

Benefits:
Join our vibrant team and discover a workplace culture that promotes inclusivity and flexibility, making it the perfect environment for nurturing talents and achieving your career goals. We are committed to providing our employees with ample opportunities for development and personal growth. Our flexible work arrangements give you the freedom to maintain a good work-life balance while accommodating other commitments. We believe that everyone's unique abilities contribute to our collective success and we are dedicated to providing reasonable adjustments to ensure all team members can work comfortably and effectively.

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

How to apply: Please refer to the attached role description and applicant guide for information on how to apply. If you have any questions or would like more information, please contact Shane Leigh on 07 3066 4782.

Applications will 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, 322KB)
  
  
  636981 25 Role Description (Word, 560KB)
  Role Description