AddressThe Opportunity
We are looking for passionate professionals with a can-do attitude to support the Towing Governance and Regulation team and provide quality service, focused on delivering progressive Customer Service outcomes to a broad range of towing industry clients through multiple service channels.
Customer Complaints and Resolution Officer, you will provide a high-quality information service to the Business Unit, manage complex and escalated calls and off phone enquiries in a timely professional and efficient manner related to towing governance and regulation, where first point of contact resolution has not been achieved. Assist the Manager Towing Governance and Regulation in researching and preparing variety of correspondence including drafting Ministerial responses and briefing notes in accordance with relevant legislation and DoT procedures and escalate where required.
Customer Service and Administration Officer, you will be dealing with a broad range of enquiries and administrative functions which are often complex, demanding, or of an escalated nature. Responds to and manages enquiries in a timely, professional and efficient manner, in accordance with governing acts, regulations, policies and procedures, on an extensive range of towing governance and regulation services. You will utilise a range of computer-based resources and programs to complete tasks. Your ability to build rapport with customers and work quickly and efficiently will be the key to unlocking success in this role.
The attached Job Description Form (JDF) provides more information about the position. For further information we encourage you to contact Jai Allen, Manager Towing Governance and Regulation, on (08) 6551 6***.
Currently available for immediate filling Permanent Full-time appointment:
Two (2) x Customer Complaints and Resolution Officer.
One (1) x Customer Service and Administration Officer.
Applicants found suitable but not recommended for this vacancy, may be considered for subsequent similar vacancies for up to 12 months from this process finishing.
About you
- Exemplify personal integrity and self-awareness.
- Cultivate strong, productive working relationships and partnerships.
- Communicate and influence at a senior level with a range of stakeholders including industry and government bodies.
- Resilient with a genuine passion for helping people and solving complex problems.
- An ability to work efficiently in a fast paced, dynamic Customer Service environment.
- A positive, team-focused attitude and willingness to contribute to team goals.
- Good verbal and written communication skills with the ability to resolve conflict.
- An ability to uncover hidden information by asking questions.
- Ability to work within set timeframes and adhere to schedules.
- Achieve results through the development of performance indicators and performance assessment methodologies.
- Shape and drive strategic and tactical business planning.
- Passion for providing excellent Customer Service.
In addition to rewarding work, we invite you to be Part of Something Real. Learn more about our commitment to you, here.
How to Apply
Apply online by clicking the ‘Apply for Job’ button (above and below) and provide the following documents in Word or PDF format only. Your application should include:
- A detailed CV that clearly outlines the skills and experience you have gained in relation to the job description; and
- A written statement (maximum two (2) pages) page summary responding to the following questions:
- Considerable experience providing quality Customer Service and administrative service in a high volume, client focused environment, with the ability to interpret and apply legislation, delegations, policies and procedures and advise customers accordingly, accurately and appropriately.
- Well-developed oral communication, negotiation skills and interpersonal skills, with the ability to deal with contentious and sensitive issues.
- Well-developed analytical, problem solving and organisational skills, including the ability to prioritise work, meet deadlines, and process and maintain data accurately.
- The CV must contain the complete names and contact information of two (2) referees who can provide feedback on the applicant's capacity to meet all the Essential Work-Related Requirements. At least one of the referees should be the applicant's immediate (most recent) supervisor/manager unless there are exceptional circumstances.
Please ensure you allow sufficient time to submit your application, as late applications will not be accepted. If you have any questions regarding submitting your application or would like more information on the recruitment process, please contact our Recruitment Team on (08) 6551 6***.
The DoT may conduct further search activities or extend the closing date, if required to supplement the field of applicants.
Successful applicants will be required to provide a satisfactory National Police Clearance before commencing employment.
If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process, please contact our Recruitment Team at ***********@transport.wa.gov.au or (08) 6551 6***.
