AddressJob details
Position status Fixed Term Temporary Position type Flexible full-time Occupational group Executive Classification SES2(H) Workplace Location Brisbane Inner City Job ad reference QLD/RTA18-24 Closing date 04-Mar-2024 Yearly salary Fortnightly salary Total remuneration Salary Other Job duration 3 years Contact person Jon Hottot Contact details jon.hottot@luminarypartners.com.au | 0488 420 003
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About the Residential Tenancies Authority
The Residential Tenancies Authority (RTA) is the Queensland Government statutory body that administers the Residential Tenancies and Rooming Accommodation Act 2008. The team at the RTA is dedicated to ensuring the rights and responsibilities of both tenants and property owners are upheld. Taking pride in promoting secure and respectful residential tenancies across the community, we have been on a journey in recent years where the customer is at the centre of all we do, and every decision made. With a vision to ensure that renting works for everyone, and a purpose that is driven by providing fair, valued, and impactful rental regulation, education, and support services, we are proud of our high employee engagement scores and our constant striving for customer excellence. Amid a challenging rental market, our purpose to help Queenslanders is more important than ever.
About the Role
This critical leadership role sits on the Executive Leadership Team as one of 5 direct reports to the CEO. Overseeing a division of approximately 150, you will take ownership of 5 equally critical areas of contact centre, bond management, customer support, dispute resolution and workforce optimisation. Overseeing the teams that are customer-facing is a vital role in positioning the RTA as a service-orientated business that interacts with its customers in a timely, professional, and fair manner. This role is a broad balance between the strategic and the operational. You will be developing and implementing the RTA's Customer Experience (CX) strategy, yet you will also be driving accountability with your teams in delivering excellence through the teams that support you. As important, you will be working collaboratively internally with the Chief People Officer, Chief Financial Officer, Chief Transformation Officer and Chief Digital Officer to ensure that risk is assessed and mitigated, technology is used appropriately and effectively and that your people are well trained, provided with frameworks for success and comfortable with all areas of personal and professional development.
Due to the amount of time that the CX team spends interacting with customers, there is a large amount of data which needs to be recorded safely and securely and consequently analysed for the broader organisation to continue to elevate their level of customer engagement and satisfaction. The RTA is just about to enter pre-implementation of their new Customer Records Management System, Dynamics 365, and the CCXO will play a central part in the successful implementation and consequent use of this system.
About you
To be successful in this role you should be a driven and dynamic leader whose work history demonstrates an ability to get your teams to operate at a consistently high level over time. You will have worked in a service-focused environment where your ability to lead teams in both a contact centre and administrative environment, has seen you gain a broad set of leadership and CX skills. The successful person will be a collaborator who thrives on getting outcomes through others and understands that success is only achieved by a team effort. You will also understand that the customer who sits at the centre of what the RTA does is usually in a high-stress situation, therefore an empathetic and compassionate mindset will be critical.
Confidential inquiries can be made to:
Jon Hottot, Senior Partner, Luminary +61 488 420 003, or email jon.hottot@luminarypartners.com.au
To apply or access more information about the position, including a position description, please visit the link below:
RTA Chief Customer Experience Officer - Luminary | Leadership Advisory and Executive Search (luminarypartners.com.au)
Please do not submit applications to the RTA directly via Smart Jobs or email.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
If you have included any education and professional qualifications or enrolments to your resume, please attach these to your application. A six (6) month probationary period will apply for any applicant who is not a current public sector employee.
Documents
Before applying for this vacancy please ensure you read the documents below.
- Application guide for candidates (PDF, 322KB)
Information Package for Applicants
Employee benefits available at the RTA (PDF, 6.39MB)
Information Package for Applicants
SES Chief Customer Experience Officer (PDF, 339KB)
Role Description
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