Description:
About the role
The Customer Service Officer reports to the Senior Policy and Engagement Adviser located in the Communications and Engagement team of the Commission.
The primary function of the Customer Service Officer role is to provide frontline telephone support and manage email intake and screening of all enquiries to the Commission. Utilising the triage procedure, the Officer is required to identify the needs of the enquirer, provide appropriate information on Commission functions, in particular the Reportable Conduct Scheme and Child Safe Standards, and where appropriate refer the matter internally or problem solve to provide information on how to access relevant complaints bodies or other services.
In this role you will:
- Manage incoming phone and email enquiries and triage in line with policies and procedures in a sensitive, accurate and efficient manner.
- Apply knowledge of Commission's functions to problem solve or refer enquiries.
- Convey general information to enquirers related to all Commission functions, including the Reportable Conduct Scheme and the Child Safe Standards.
- Maintain an accurate database of all enquiries raised through phone and emails by keeping accurate case notes, correspondence and data entry into the case management system and applying a quality improvement approach.
- Monitor and analyse the database and prepare reports as required.
- Assist in the ongoing improvement or development of procedures and other relevant documents to support the consistent and accurate provision of the General Enquiry function.
- Provide administrative support to the Communications and Engagement Team including the preparation of materials, organising meetings and events (including webinars), assistance with briefings and presentations as necessary, reporting, data entry and analysis using multiple systems, correspondence management, and other tasks as required.
- Commit to self-care principles through self-awareness and knowledge of professional support and coaching.
About You
As our ideal candidate, you will:
- be motivated and a team player
- have excellent customer service skills and telephone etiquette
- have the ability to field a wide range of written and verbal enquiries using facts, knowledge and experience
- demonstrate strong problem-solving skills with the ability to identify where to find information required to complete tasks
- have experience and knowledge using a case management system such as Resolve, and Microsoft Office applications such as Outlook, Teams, Word, Excel and PowerPoint.
What we can offer you
- Flexible working arrangements.
- A friendly and supportive working environment.
- Training and development opportunities.
- Free access to the building's lifestyle centre including a gym, secure bicycles storage, shower rooms with hair dryers, straighteners, ironing board and fresh towels.
- Free Parcel Lockers – no more missing deliveries or rushing home to meet the courier.
Applications close 13 May 2025
How to Apply
Please include a resume and covering letter.
There will be questions pertaining to a number of the position's Key Selection Criteria to which you are required to respond. There is no need to respond to the selection criteria itself