1.
Job Title: Coordinator
Customer Service – 2536
Location: Rockhampton
A great opportunity exists for a
Coordinator Customer Service to join Council’s Corporate and Technology Section
working in a customer focused team environment located in Rockhampton. The
Coordinator will be responsible for managing Council’s customer service
operations and overseeing the Customer Service Unit ensuring safe and
productive operations in a professional, efficient and confidential manner
ensuring the development of good working relationships with all staff and the
public.
General Position Statement:
This position is tasked with effectively
managing Council’s customer service operations and overseeing the Customer
Service Unit ensuring safe and productive operations in a professional,
efficient and confidential manner ensuring the development of good working
relationships with all staff and the public.
This position is also a key member of the
Corporate & Technology Leadership Team and provides specialist professional
advice, analysis and support to senior managers within Council.
Performance standards and expectations
relating to this position will be detailed in the individual performance plan.
Specific Responsibilities:
·
Lead and manage the Customer Services team
including the unit’s human and physical resources in an efficient and cost
effective manner.
·
Provide advice as the customer service subject
matter expert to drive a customer service focused culture throughout the organization
committed to Council’s values and strategic objectives.
·
Deal with both strategic and complex technical
customer relationship management (CRM - Pathway) issues, and negotiate outcomes
within a sensitive political environment and work with key CRM stakeholders to
make significant discretionary decisions.
·
Manager Council’s contracted After Hours service
ensuring positive results for the community and contractor compliance with key
performance indicators.
·
Build a highly performing customer service and
call centre team that is results orientated through direction and guidance.
·
Ongoing development, implementation and
operation of the Customer Service Charter in accordance with best practice,
standards and legislation.
·
Identify, develop, implement and monitor
operational plans and schedules for the unit.
·
Continuously seek to innovate and implement improvements
to processes and service delivery.
·
Responsible for the development and management
of the unit’s operational and capital budgets.
·
Refer matters that may impact upon the business,
Council and employees to the relevant Supervisor or Manager.
Position Requirements:
Skills/Competencies
·
Demonstrated extensive experience and knowledge
of statutory and operational requirements relevant to the customer service and
call centre operations in a local government or equivalent environment.
·
Demonstrated substantial negotiation skills and
experience with internal and external customers.
·
High level proficiency in comprehensive report
writing and demonstrated ability to produce logical, plain-English, and
professionally written communication.
·
Highly developed planning and management skills.
·
Demonstrated strong capacity to plan workload,
achieve set goals and meet deadlines.
·
Excellent communication (oral and written) and
interpersonal skills relevant to the position and strongly focused on the
provision of quality customer service.
·
Demonstrated high level financial and budget
management skills.
Qualifications
·
Tertiary qualifications in a relevant field
and/or relevant experience in the field of specialist expertise relating to
customer service and call centre operations.
Desirable Qualifications and Experience
·
Experience in a local government environment.
Selection Criteria:
·
Demonstrated extensive experience and knowledge
of statutory and operational requirements relevant to the customer service and
call centre operations in a local government or equivalent environment.
·
Demonstrated experience in managing a team
focused on quality customer service and planning the unit’s workload to achieve
set goals and meet deadlines.
·
Demonstrated substantial negotiation skills and experience
with internal and external customers.
·
Excellent communication (oral and written) and
interpersonal skills relevant to the position and strongly focused on the
provision of quality customer service.
·
High level proficiency in comprehensive report writing
and demonstrated ability to produce logical, plain-English, and professionally
written communication
How to Apply:
Applications for any vacancy must be
received by the closing date shown on the advertised position and should be
forwarded to:
Post to: Workforce and Strategy
Rockhampton Regional Council
PO Box 1860
Rockhampton Qld 4700
OR
Deliver to: Workforce and Strategy Careers
Corner
Rockhampton Regional Office
City Hall
Bolsover Street
Rockhampton Qld 4700
Fax to: +61 7 4936 8860
Enquires: 07 4936 8352
E-mail to: employment@rrc.qld.gov.au (.doc
& .pdf files only)
Deadline: 07/10/2013
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