Job title: Customer Service Consultant – Contact Centre (003423) – Permanent Full Time (1) Permanent Part Time
Company: Tasmanian Government
Job description: Having a diverse workforce that represents the wider Tasmanian community is very important to us and we actively encourage applications from people with disabilities, from culturally and linguistically diverse backgrounds, people who may identify as LGBTQI+, and all genders. We also recognise the value, unique skills and knowledge that Aboriginal employees bring to the workplace and welcome and encourage applications from Aboriginal people.
We support reasonable adjustment requests in any stage of the assessment process to remove barriers and facilitate full participation in all aspects of employment for applicants. If you have individual requirements that need to be accommodated in order to participate in an interview or recruitment activity, please inform the contact person listed for this vacancy.
We understand that people have different needs to manage their work and life and to support people we embrace the benefits of flexible working arrangements. Talk to us about how this could work for you.
Position Objective
To provide accurate and efficient delivery of a broad range of Government business transactions and information services, including the collection and receipt of monies and the provision of information.
Responsible for responding to a wide range of customer enquiries and the delivery of excellent customer service. Working both individually and as part of a team, to ensure customer expectations are met or exceeded, on every occasion, by providing professional, efficient and quality service to the Tasmanian Community.
Permanent Roles x 3
Full Time – Up to 73.5 hours per fortnight
Part Time – 44 hours per fortnight
Part Time – 40 hours per fortnight
Please note this selection process may be used to make additional appointments for similar roles within Service Tasmania.
Duties
1. Provide customer focused service delivery by carrying out any or all of the following duties:
- As the initial point of contact, either by phone or face to face, assess customer needs and resolve customer inquiries through sound analytical problem solving, decision-making and judgment, using effective communication. This includes interpreting unclear and sometimes vague and varied requests.
- Access, interpret, apply and then provide customers with accurate information and advice on Service Tasmania products and services.
- Accurately and timely, process a range of product and service transactions.
- Ensure the accurate and timely completion of daily tasks in line with specified service and contact centre procedures and processes.
- Individually responsible for the daily receipt and reconciliation of transactions and money.
- Organise and arrange referrals where necessary to appropriate Government Agencies.
- Undertake actions on behalf of Registrations (delegations) and comply with Registration instructions and regulatory frameworks.
- Ensure office infrastructure is properly maintained; including equipment, office procedures, and security equipment.
- Operate a range of equipment including PCs, telephones, copiers, fax machines, EFTPOS terminals, and security equipment.
- Utilise Windows based operating systems, web-based products and a terminal based directory system reference tools, to undertake tasks and to process work associated with the provision of quality services. (Volume and type of processing work will vary according to program, service delivery channel and business requirements).
- Develop and maintain service centre displays, including stock levels.
2. Champion productive working relationships to ensure customer focused service delivery:
- Contribute to planning and improving team outcomes.
- Achieve safe, diverse and results focused work environment.
- Develop and maintain effective relationships with colleagues, Service Tasmania management, client agencies, and business and community representatives.
- Provide support, advice and assistance, including training, to other staff.
3. Demonstrates personal drive and integrity by:
- Manage own workload, personal development and delivery of efficient and accurate service delivery.
- Manage own time, efficiency and accuracy of service delivery to effectively meet agreed targets and performance standards.
- Participate constructively in business improvement initiatives, including adjustment of daily work patterns.
- Be responsible for own actions and, as a member of a team, ensure that the Tasmanian community receives a high level of service.
- Provide and receive feedback in a constructive way.
- Undertake appropriate training and self-development activities as required to ensure appropriate skills and knowledge for all forms of service delivery.
- Possess and maintain up to date knowledge of Service Tasmania products and services and participate in ongoing training programs.
- Adhere to rosters (work schedules) assigned in advance to meet business requirements.
4. The incumbent can expect to be allocated duties, not specifically mentioned in this document, that are within the capacity, qualifications and experience normally expected from persons occupying positions at this classification level.
5. Observe, promote and practice the principles of the State Service Code of Conduct and DPAC Values.
- Maintain confidentiality, particularly when dealing with sensitive customer information or issues; complying with security procedures and protocols;
- Ensure a safe working environment by complying with relevant Work Health and Safety (WHS) legislation, codes of practice and policies, procedures and guidelines issued under the Department’s WHS Management System.
Essential Requirements
The Head of the State Service has determined that the person nominated for this position is to satisfy a pre-employment National Criminal History Police Check before taking up the appointment, promotion or transfer. The following check is to be conducted:
Checks for criminal charges, convictions or findings of guilt for:
- crimes involving dishonesty
- crimes of violence
- sex related offences
- serious drug offences
- traffic violations, criminal or traffic charges (but not including parking infringements).
Desirable Requirements
12 months’ experience in a customer service, retail or contact centre environment.
A current license to drive a motor vehicle in Tasmania.
Download the Statement of Duties and any Associated Documents
How to apply
Electronic submission of application is preferred, please click the blue ‘Apply Now’ button.
You will be prompted to upload a 1-2 page short application outlining your experience, skills and knowledge as they relate to the Statement of Duties and a resume.
Please note that we do not require a separate statement addressing the selection criteria.
If you have any difficulty uploading your application, please contact us prior to the closing date on (03) 6270 5607 or (03) 6270 5599.
Aaron Ireland
Senior Team Leader Contact Centre and Support Services
aaron.ireland@service.tas.gov.au
Phone: 0436 803 467
Expected salary: $72605 – 78481 per year
Location: Tasmania
Job date: Tue, 05 Mar 2024 01:24:13 GMT
Apply for the job now!