10641 - Customer Service Experience Officer
Job No:
CHR809
Location:
Emerald
Work Type: Permanent Full Time
Location: Emerald
Department: Commercial & Corporate Services
Remuneration: Stream A, Level 3-4 : $75,333.96 - $86,576.99 per annum + Superannuation
Central Highlands Regional Council is currently seeking a Customer Service Experience Officer. In this role you will be responsible for maintaining councils knowledge management system (LivePro) as well as researching and identifying innovation and improvement opportunities in consultation with stakeholders across the organisation that deliver improved customer service outcomes. Working with the Manager of Customer Service to develop and implement improvement initiatives in partnership with stakeholders. Deliver customer service training to employees and foster a customer centric culture across the organisation.
In this busy role, you will support the organisation by:
- Develop and maintain council’s knowledge management software (LivePro) which includes authoring and updating knowledge articles, work instructions, announcements, document notes and quizzes in accordance with established system governance procedures.
- Undertake industry research of best practices, technology and innovation opportunities to support improved customer experience outcomes that meet the needs of the diverse Central Highlands community.
- Prepare and analyse customer service performance data from corporate software systems and customer feedback surveys for review by the Manager Customer Service.
- Assist the Manager Customer Service develop and implement improvement initiatives which aim to reduce red tape and deliver a seamless, end to end customer service experience.
- Actively participate in ongoing training and self-development to achieve continuous improvement for yourself and council.
- Taking reasonable care for health and safety of yourself and others, complying with reasonable instruction and co-operating with CHRC policy and procedure per ‘Duties of Worker’ contained in the Work Health and Safety Act as amended.
- Provide back-up support to the Customer Service and Area Support team when required.
- Maintain a high standard of corporate image and personal presentation.
Additionally, this position may be required to conduct other duties as lawfully directed by the reporting manager.
Please note: The position will be required to travel to and work from alternative locations throughout the region.
To be considered for this opportunity, you will need to possess:
- Minimum of Queensland C class provisional drivers licence
- Previous or relevant experience in the same or a similar role.
If this sounds like you, apply now!
Working for Central Highlands Regional Council has its benefits.
We are a progressive region, committed in creating opportunities for all. We welcome forward thinking individuals who are focused on continuous improvement, a sustainable future and understand the valuable role we play in investing in our regional community.
BELOW BENEFITS ARE FOR FULL TIME EMPLOYEES.
Benefits Include:
- A generous superannuation scheme
- 5 weeks annual leave with 17.5% leave loading
- Monthly RDO’s
- Annual uniform allocation
- Payroll deductions and salary sacrifice options
- Wages paid fortnightly
- Employee Assistance Program
To apply for this position:
As an equal opportunity employer, we welcome applications from diverse backgrounds.
Please download and review the position description.
To be considered for this position, please include the following documents:
- A cover letter outlining your motivation for applying for this position
- Your resume detailing your career history relevant for this position
Applicants who are progressed to the next stage of the recruitment process will be invited to participate in a shortlisting process.
Eligibility & Pre-employment Checks
To be appointed to a permanent position, you must be an Australian citizen, or have permanent residency status, or hold a visa permitting you to work in Australia permanently. If you have a visa permitting you to work temporarily in Australia, you may be appointed to a position on a temporary basis, providing the work complies with the conditions of your visa.
The pre-employment checks relevant to this position include:
- Right to Work in Australia
- Medical Assessment
- Reference and qualification checks
For a confidential discussion, please contact a member of the Recruitment Team on 1300 242 686 during business hours or register your application by submitting your cover letter and resume.
Applications close: *** Monday 28th of October 2024 at 8am.