Address The Customer Solutions Unit of Translink designs, delivers, supports and promotes great passenger transport customer experiences. The Customer Engagement teams contribute to this purpose by directly engaging with Translink customers to facilitate efficient, effective customer service for the Taxi Subsidy Scheme and in managing customer feedback, complaints, fare adjustments and refunds for the Translink network across Queensland.
Key responsibilitiesIn the role of Customer Relations Officer, you will contribute to the team by providing professional and holistic case management services delivered within a legislative, policy and timeline driven framework. You will proactively engage with customers and internal and external stakeholders to manage and deliver outcomes to a broad range of complaints and enquiries relating to Translink and its services efficiently and effectively.
Some of your responsibilities will include:- Review, evaluate and interpret investigation outcomes relating to customer feedback and complaints to support timely customer focused outcomes.- Liaise with delivery partners to respond to customer feedback and complaints through effective coordination, monitoring and analysis of sometimes complex and sensitive issues.- Maintain effective output by prioritising a fluctuating workload, measured against clear KPI's to ensure customer satisfaction and compliance with delivery targets in accordance with relevant legislation and policy.- Support and assist users of the Customer Relationship Management system by coordinating and facilitating the triage of system queries and feedback and delivering training to system users.- Other accountabilities and tasks as reasonably directed.
About youWe recognise and celebrate that everyone is unique and seek the applicant best suited to the role. We will assess your experience, knowledge and acquired skills, as well as your potential for development and your personal qualities. To thrive in this role, you will need to demonstrate the following:
Mandatory qualifications and conditions- It is a condition of employment for recommended appointee/s to disclose any previous serious discipline action taken against them for consideration by the delegate prior to any appointment.Requirements of the role
As a Customer Relations Officer, you will have a demonstrated ability to:- Analyse and evaluate complaint case information and investigation outcomes against response standards, including sourcing further supporting information to support timely customer focused outcomes.- Provide articulate and professional customer-focused written and verbal advice to customers and stakeholders through a variety of channels.- Establish and maintain positive relationships to foster strong linkages between the Customer Relations Team, business partners and other stakeholders to support timely customer-focused outcomes.- Contribute to a culture of continuous improvement, developing local strategies and procedures, improved work practices, and providing project support.
Applications to remain current for 12 months.
Job Ad Reference: QLD/555904/24
Closing Date: Wednesday, 17 April 2024
