About Service NSW The Service NSW team is committed to making a difference, and we continually calibrate our work against the core values of passion, teamwork and accountability to ensure our focus is always on the customer.
We are looking to build a strong team of customer service professionals for our new Service Centres. This role requires a high degree of face to face interaction and support the Service Centre Manager in the form of employee management and various financial and administrative duties when required. This role requires you to lead education on Digital Services to frontline team members.
Opportunity If you are passionate, tech savvy and a dynamic leader capable of managing change to achieve this exciting digital transformation for our customers we want to hear from you.
The Role Will
Supervise and coach a team of customer service employees to ensure the delivery of optimal levels of service to customers.
Maintain efficient and effective operations in the service centre
Act as the escalation point for customer complaints
Resolve and document the complaints as per defined processes and standards
Assist the Service Centre Manager with monitoring, analysis and evaluation of work volume to recommend changes as required
Appraise the performance of the Customer Service Representatives by providing feedback and developing learning and development plans
Require a hands on approach to drive digital and technical solution and the willingness to lead by example
A strong customer service orientation
Ability to coach, train and mentor employees to enable them to achieve individual and organisational goals
Active listening and learning skills to comprehend ideas and to understand the implications of new information by identifying and solving complex problems
The aptitude to regulate emotional intelligence
Enthusiasm and energy to create great customer experiences
Thinking creatively to create digital visualisation and journeys
Developing designing and creating digital customer journeys to meet operational analysis
Flexibility is required to work on a rotating roster between the Service Centres operational hours
How to apply:
Provide a covering letter and resume (Resume not exceeding 5 pages) that details your experience and how you meet the capabilities of the role.
Closing Date:30th March, 2020[9:59AM]
Please note that your employment at Service NSW is subject to a satisfactory national criminal record check.
Additional information Service NSW is passionate about building a culture that values and supports diversity and inclusion. Service NSW encourages applications from people with disability, Aboriginal and Torres Strait Islanders, LGBTQI and people from culturally and linguistically diverse backgrounds.
Part of the assessment process includes additional online capability testing, skills testing or work samples in accordance with the Government Sector Employment Act 2013. A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months. Employment to Service NSW is subject to a satisfactory national criminal record check.
23/03/2020$0North Shore & Northern Beaches1 Call Centre & Customer Service
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