We are seeking a permanent full time Customer Relationship Manager to join our Customer Experience team within Service Improvement, Queensland Shared Services. As a key member of the team, you will transform and champion the customer experience, manage customer accounts and relationships, ensure wellinformed understanding of customer needs, analyse data for insights and opportunities, proactively review service performance, and deliver value-added initiatives.

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB).

Job details

As the Customer Relationship Manager, your responsibilities will include:
· lead and champion a high-quality customer experience
· develop and maintain positive and supportive relationships with customers including effective, open, and regular channels of communication to ensure they are aware of developments and improvements within QSS, enable regular liaison and negotiation and facilitate the resolution of escalated issues
· build relationships with internal stakeholders including maintaining and sharing professional knowledge and providing timely information and advice to management on service delivery issues and opportunities
· develop, manage, and negotiate service level agreements and quotes; ensuring information is accurate, customer needs and the performance of QSS is continuously reviewed through regular reporting, presentations, and discussions
· identify key messages and prepare communications that are consistent and tailored to specific audiences and channels
· manage initiatives including coordinating activities and managing virtual teams to deliver agreed outcomes including monitoring of benefits achieved
· develop and coordinate surveys, quantitative and qualitative feedback and analysis, ensuring appropriate resulting actions are implemented.

To thrive in this role, you will need to demonstrate the following: 
· Proven experience in providing proactive, expert advice in a customer focussed environment
· Demonstrated excellent negotiation, influencing and written and oral communication skills
· Proven experience in project and change management processes
· Ability to establish clear plans and timeframes for key deliverables and the ability to review and report on performance with a focus on identifying opportunities for improvement
· Demonstrated ability to establish, manage and influence the ongoing development of productive working relationships with team members, customers and stakeholders at all levels and across organisational boundaries to ensure expected outcomes are met
· Demonstrated experience in coordinating, facilitating and presenting at meetings, workshops and forums
· Ability to apply research, analytical and professional judgement skills to support effective decision making, identify business trends and improvement ideas and strategies that support customer needs.

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.

• 666531 25 Role Description (Word, 296KB)