Customer Experience Officer

We are seeking multiple Customer Experience Officers to join the Residential Tenancies Authority (RTA). These roles are required to support the RTA's Customer Experience division in providing a high level of customer service to a range of stakeholders within the Queensland rental market.

We have multiple permanent and fixed-term, full-time vacancies available, with all roles located in the Brisbane CBD.

The role of the Customer Experience Officer involves working across several disciplines and functions such as the Contact Centre, and various support functions to ensure the RTA continues to deliver a high-quality service to the community.

To be successful you will have:

• Demonstrated commitment to providing exceptional customer service
• A basic understanding of legislation (how to search the Act and the ability to understand content)
• The ability to understand complex customer queries and to be able to navigate customer expectations in line with polices and legislation
• Strong touch-typing ability with a high degree of accuracy and speed
• Proficient skills in various systems, databases and the Microsoft Office suite of applications coupled with the aptitude to learn new systems
• An ability to follow direction and work within frameworks provided
• Strong interpersonal skills
• Empathetic listening skills and ability to effectively question to uncover customers' needs
• Highly developed written and verbal communication skills
• Experience working in a high-volume contact centre environment will be highly regarded

What we offer is:

• The flexibility to work from home up to 60% of the time 
• Beautifully designed offices at Midtown Centre on Mary St, Brisbane CBD  
• A rewarding role with professional development opportunities on offer 
• A highly supportive culture that values diversity and inclusion while contributing to team success 
• An employee Health & Wellbeing program that encompasses our four pillars of wellbeing - financial, mental, physical, and social 

If this challenging and highly rewarding role sounds like an opportunity that compliments your current skills, experience and future career plan, we want to hear from you.

Your application should contain:

• Cover Letter - Maximum of 2 pages outlining how and why your skills and experience are suited to this position, specifically relating to the functions outlined within the Your Key Responsibilities section of the position description and the vision, results and accountability indicators for the leadership competencies outlined in the Leadership Competencies for Queensland Framework ( https://aus01.safelinks.protection.outlook.com )
• Resume
• 2 referees

For further information on what your cover letter should contain, please refer to the Additional information for applicants document attached.