Description:
The purpose of the Senior Call Centre Consultant is to provide expert product advice and training in a customer contact environment on TMR policies and procedures particularly driver/industry licencing, and vehicle and vessel registration to frontline staff and customers enabling the delivery of high-quality customer service.
Job details
Position status Fixed Term Temporary Position type Flexible-full-time,Flexible-part-time Occupational group Customer Service/Call centre Classification AO4 Workplace Location Brisbane - North Job ad reference QLD/629568/25 Closing date 15-Apr-2025 Yearly salary $87790 - $96381 Fortnightly salary $3365.00 - $3694.30 Job duration 6 weeks with possible extension Contact person Loretta Nielsen Contact details Ph: 07 3066 4720Access the National Relay Service
Some of your responsibilities will include:
• Provide frontline staff and customers with advice on TMR policy and procedures to ensure consistent standards and high-quality customer service is achieved in relation to vehicle, vessel registration, licensing and industry products and services.
• Assist in the development, facilitation, and co-ordination of the Customer Contact Centre training including one on one coaching with consultants.
• Develop and contribute to maintaining and implementing workplace procedures to ensure accurate and timely advice is provided to frontline staff and customers in a courteous and timely manner.
• Provide issue resolution feedback on policy, product and system matters by liaising with internal stakeholders, that identifies impacts to the contact centre and wider network as well as service improvements and opportunities
• Provide support and assistance with project tasks, and the implementation of continuous business improvements and processes.
Requirements of the role
- Excellent communication (both written and verbal) and relational skills to deliver clear and considered guidance and advice.
- Ability in analytical decision making and problem-solving techniques.
- Ability to collaborate effectively with stakeholders and team members.
- Ability to research and interpret policies and procedures using various platforms.
- Supports workplace health and safety requirements that includes a positive and supportive approach to Departmental occupational and psychosocial health and safety elements.
Desirable Requirements
- Sound knowledge of driver licence, industry and registration legislation, policies and systems including Services Booking System (SBS), including demonstrated use of the Transport Registration and Integrated Licensing System (TRAILS) / Transport Integrated Customer Access (TICA).
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.